Support Engineer at UniverseIT | Torre
Support Engineer
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UniverseIT

Support Engineer

UniverseIT
Posted by
Daniela Gaviria
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Candidate

Compensation
USD1.7k - 2.1k/month
Non-negotiable
location_on
Remote (specific timezone)
public
GMT-09:00 to GMT-03:00
Posted over 2 years ago
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Responsibilities

UniverseIT seeks a dedicated, customer-focused Client Support Engineer to join their dynamic team. This remote position is ideal for individuals who excel in technical problem-solving and are passionate about providing exceptional client support. This is not about how fast you can do something. This is about caring for their clients and ensuring they have a fantastic support experience. Empathy, understanding, and patience. Escalate when necessary. Responsibilities: - Provide first-line response for clients requiring assistance with IT issues and accurately document the outcome. - Troubleshoot, diagnose, and resolve technical hardware and software issues. - Escalate unresolved issues to appropriate internal teams (e.g., software developers). - Guide clients through step-by-step solutions in a clear, concise, and empathetic manner. - Perform remote troubleshooting through diagnostic techniques and pertinent questions. - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. - Provide prompt and accurate feedback to customers. - Prioritize and manage multiple issues simultaneously. - Prepare accurate and timely reports. - Keep records of client interactions, process customer accounts, and file documents. - Get a new certification every year in relevant technologies. - Document your findings and status. Requirements: 1. Experience and Client Interaction: - Proven experience in a Client Support Engineer role or similar customer-facing position. 2. Technical skills: - Strong troubleshooting skills that can diagnose and resolve basic technical issues. - Proficiency in providing step-by-step technical support, both written and verbal. - Familiarity with common scenarios such as email malfunctions, application errors, and virus infections. 3. Education and Familiarity: - Familiarity with Microsoft 365 and Azure Services. Basic understanding is expected, with a willingness to learn and receive training from company leaders. 4. Task Management and Reporting: - Efficiently manage multiple issues simultaneously and deliver accurate, timely reports. - Maintain detailed records of client interactions, including inquiries, feedback, issues raised, and solutions provided. This record-keeping is crucial for improving client service and informing future interactions. - Availability to work in Central Standard Time. Nice to have: - A bachelor's degree in Information Technology, Computer Science, or a related field is a plus. - Candidates without a degree but with relevant experience or ongoing education will also be considered.
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