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Support Engineer

2 weeks ago

Central Coast New South Wales, Australia Ploy Full time $70,000 - $120,000 per year

Job Summary:

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 perfect for individuals who prefer flexible working hours and are capable of responding to urgent technical matters as they arise.

Key Responsibilities:

  1. Technical Support: Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing their queries, troubleshooting issues, and resolving technical problems to their satisfaction.
  2. Issue Resolution: Diagnose and resolve technical issues through phone, email, chat, or remote assistance. Document each interaction accurately and thoroughly in the support ticketing system.
  3. Escalation: Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.
  4. Customer Communication: Maintain clear and professional communication with customers, keeping them informed about the status of their support requests and providing updates as necessary.
  5. 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.
  6. Documentation: Contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
  7. Quality Assurance: Participate in quality assurance processes to identify recurring issues and provide feedback to improve product reliability and usability.
  8. 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.
  9. Customer Education: Assist in educating customers about product features, best practices, and self-help resources to reduce the frequency of support inquiries.
  10. 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.

  • Please understand, this is Adhoc work, on call Engineers/ Technicians are encouraged to apply