Technical Support Engineer, Totogi (Remote) - $60,000/year USD

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Job Overview

The Technical Support Engineer at Totogi will play a critical role in ensuring the seamless operation of our telecom solutions by providing exceptional technical assistance to our clients. This position involves troubleshooting complex technical issues, collaborating with cross-functional teams, and delivering effective solutions while maintaining a high level of customer satisfaction. The successful candidate will be integral in identifying areas for improvement in our support processes and contributing to the overall enhancement of product performance.

Job Responsibilities

• Provide technical support to clients by troubleshooting and resolving issues related to Totogi's telecom solutions.
• Collaborate with development teams to escalate and address complex technical challenges.
• Document support cases and ensure thorough record-keeping of customer interactions.
• Assist in identifying product bugs and improvements and relay findings to the product development team.
• Participate in training and mentoring junior support staff to enhance team performance.
• Develop and maintain support documentation and knowledge base articles for client reference.
• Analyze support metrics to recommend strategies for reducing resolution times and improving customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in technical support or a similar role within the telecom industry.
• Strong understanding of telecommunications systems and protocols.
• Proficiency in troubleshooting software and hardware issues in a remote environment.
• Excellent problem-solving skills and ability to work under pressure.
• Outstanding verbal and written communication skills in English; additional languages are a plus.
• Experience with customer relationship management (CRM) tools and ticketing systems.

Technologies & Tools

The Technical Support Engineer will utilize a variety of technologies and tools to facilitate effective troubleshooting and support. This includes familiarity with CRM platforms, ticketing systems, remote desktop applications, and database management tools. The ideal candidate will also have experience with programming and scripting languages, which will aid in automating common support processes and improving overall efficiency.

Ideal Candidates

Ideal candidates for this position are proactive communicators with a passion for technology and customer service. They should possess a blend of analytical and technical skills, along with a strong ability to manage multiple priorities in a fast-paced environment. A successful Technical Support Engineer at Totogi is a team player who thrives on collaboration and is eager to contribute to continuous improvement efforts within the support operations.