Technical Support Engineer I

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Written by AI from the job title and company, not by CivicPlus, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Engineer I at CivicPlus plays a pivotal role in ensuring the seamless operation of our software solutions for clients. This position involves providing timely and effective technical assistance while troubleshooting issues, delivering outstanding customer service, and contributing to the overall satisfaction of our clients. A successful candidate will demonstrate strong problem-solving skills, technical expertise, and the ability to communicate clearly with both technical and non-technical users.

Job Responsibilities

• Provide first-line technical support to clients via phone, email, and chat.
• Troubleshoot and resolve software and hardware issues promptly.
• Document and track inquiries using a ticketing system to ensure successful resolution.
• Collaborate with engineers and developers to diagnose and resolve complex issues.
• Assist in configuring software settings according to client specifications.
• Conduct training sessions for clients regarding software functionalities.
• Maintain and expand knowledge of CivicPlus products and industry best practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in a technical support role or customer service environment.
• Excellent troubleshooting skills with a strong understanding of software and hardware systems.
• Proficiency in using ticketing systems and customer relationship management (CRM) tools.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.
• Understanding of web technologies, networking, and database management.

Technologies & Tools

The Technical Support Engineer I will utilize a variety of technologies and tools including ticketing systems such as Zendesk or Jira, remote desktop applications for troubleshooting, SQL for database queries, and Microsoft Office Suite for documentation and communication. Familiarity with web technologies, including HTML, CSS, and JavaScript, is also essential for effective support and troubleshooting.

Ideal Candidates

The ideal candidates for this position will possess a customer-centric mindset and exhibit a strong desire to help others. They should demonstrate keen analytical skills, a proactive approach to problem-solving, and the ability to adapt to changing technologies and customer needs. Furthermore, effective communication skills and the ability to work collaboratively within a team are crucial for success in this role, enabling them to build positive relationships with clients and colleagues alike.