Support Engineer

7 days ago

Central Coast, Australia Ploy Full time

The Support Engineer (ADHOC) plays a crucial role in providing technical assistance to customers, resolving technical issues, and ensuring the smooth operation of our products and services on an as-needed basis. This position is suitable for individuals who prefer flexible working hours and can respond to urgent technical matters as they arise.

Responsibilities
  • Technical Support: Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing queries, troubleshooting issues, and resolving technical problems to their satisfaction.
  • Issue Resolution: Diagnose and resolve technical issues through phone, email, chat, or remote assistance. Document each interaction accurately in the support ticketing system.
  • Escalation: Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.
  • Customer Communication: Maintain clear and professional communication with customers, keeping them informed about the status of their support requests and providing updates as necessary.
  • Product Knowledge: Stay up-to-date with the company\'s products and services, continuously expanding technical knowledge to better assist customers and resolve issues efficiently.
  • Documentation: Contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
  • Quality Assurance: Participate in quality assurance processes to identify recurring issues and provide feedback to improve product reliability and usability.
  • Ad-Hoc Support: Be available for ad-hoc or on-call support during non-standard business hours, including weekends and holidays, as needed to address critical issues or emergencies.
  • Customer Education: Help educate customers about product features, best practices, and self-help resources to reduce the frequency of support inquiries.
  • Feedback and Improvement: Collect customer feedback and communicate recurring issues to the development and product teams for continuous improvement.
Qualifications
  • Bachelor\'s degree in a relevant field or equivalent work experience.
  • Proven experience in technical support, customer service, or a related field.
  • Strong problem-solving skills and the ability to think analytically.
  • Excellent communication and interpersonal skills.
  • Proficiency in using support ticketing systems and remote support tools.
  • Familiarity with relevant software, hardware, and operating systems.
  • Ability to work independently and adapt to a flexible schedule.
  • Willingness to learn and stay updated on emerging technologies.
Preferred Qualifications
  • Industry certifications such as CompTIA A+, Network+, or similar.
  • Previous experience in a similar ad-hoc support role.
  • Familiarity with the company\'s products or services.
  • Note: This is an on-call, ad-hoc role; engineers/technicians are encouraged to apply.

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