Customer Technical Support Specialist

Role Overview

• Respond to user inquiries, troubleshoot, diagnose, and resolve software and/or hardware related issues through various communication channels, including email, phone, and remote support tools.
• Work with partner companies to set up or maintain points of integration.
• Analyze complex problems, identify root causes, and develop effective solutions in a timely manner.
• Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution.
• Provide clear and concise technical guidance to users with varying levels of technical expertise.
• Ensure exceptional customer service and establish strong relationships to enhance user satisfaction.
• Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently.
• Perform quality assurance testing of software products and new features.
• Replicate reported issues in a controlled environment to accurately identify and document software bugs.
• Collaborate with the development team to prioritize and communicate bug fixes.
• Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience.
• Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues.
• Monitor system health and performance to proactively identify potential issues and implement preventive measures.
• Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience as a Software Support Engineer or in a similar technical support role.
• Strong problem-solving, critical thinking, time management, and decision-making skills with a logical approach to identifying and resolving technical issues.
• Proficiency in various operating systems (Windows, macOS, Linux) and a deep understanding of software architecture and networking concepts.
• Familiarity with programming languages, debugging tools, and software development lifecycle is a plus.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Customer-centric mindset with a passion for delivering exceptional customer service.
• Ability to multi-task, work independently and collaboratively in a fast-paced, dynamic environment while maintaining attention to detail and quality standards.
• Prior experience with Structure Query Language and Microsoft SQL databases.
• Prior experience with support ticketing systems and remote support tools is desirable.
• Proficient at maintaining source code in C#, Java Script, Angular and ASP languages.

Tech Stack

• Angular
• Java
• Linux
• MacOS
• SQL

Benefits

• Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
• Fullsteam is an Equal Opportunity/Affirmative Action employer.