DataNumen, Inc.
Technical Support Engineer
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Full Time
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
We are searching for a technical support engineer who will play a vital role in maintaining our high-quality customer service and ensuring our clients’ success. The ideal candidate will be responsible for providing exceptional technical assistance, troubleshooting, and problem-solving related to our products and services. The technical support engineer will work closely with cross-functional teams, including product development and customer success teams, to ensure timely and effective resolution of customer issues.
Key Responsibilities
- Respond to customer inquiries, both written and verbal, in a timely and professional manner.
- Troubleshoot and diagnose technical issues, provide accurate solutions, and ensure the customer’s satisfaction.
- Work closely with cross-functional teams to identify, track, and resolve customer issues.
- Develop and maintain a deep understanding of the company’s products, services, and technology.
- Create and maintain detailed documentation of customer interactions, issues, and resolutions.
- Contribute to the continuous improvement of support processes and tools by providing feedback and suggestions.
- Participate in the development and delivery of training materials for customers and internal teams.
- Escalate unresolved issues to the appropriate team members or managers as needed.
- Stay current with industry trends, best practices, and emerging technologies to enhance the quality of support provided.
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Qualifications
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or related field.
- 2+ years of experience in a technical support or customer-facing role.
- Strong problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely.
- Familiarity with various operating systems, software applications, and hardware devices.
- Experience with remote support tools and ticketing systems.
- Ability to work effectively under pressure, manage multiple priorities, and meet deadlines.
- Strong customer service and interpersonal skills, with a focus on building and maintaining positive relationships.
- Demonstrated ability to work independently and collaboratively within a team environment.
- Willingness to participate in on-call rotation and occasional weekend or after-hours support.
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If you are a motivated and skilled technical support engineer who is passionate about providing exceptional support and helping customers succeed, we want to hear from you! Apply now to join our dynamic team and help shape the future of technology.
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