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Technical Support Engineer

Location : Evanston, IL
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+
Required Education : Bachelor's
Travel : No
Relocation : No

Job Description :

Position Responsibilities:

  • Resolve product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure a satisfactory resolution.

  • Keep accurate records and document customer service actions and discussions

  • Analyze statistics and compile accurate reports internally and with our Customers

  • Build sustainable relationships and trust with our Customers through open and interactive communication

  • Provide accurate, valid and complete information on the company system and technical issues by using the right methods and tools

  • Constantly improve customer service performance and procedures


Required Qualifications :

Skills /Experience Requirements:

  • Experience providing technical support in a customer services team, ideally for SaaS software solutions or equivalent

  • Experience working with large international enterprise customers in business critical environments

  • A high-level of technical skills and hands-on capabilities, advanced troubleshooting and multi-tasking skills

  • Customer-service oriented

  • Strong client-facing and communication skills

  • Working knowledge of customer service software, databases and tools

  • Excellent skills in customer service and support procedures

  • Mother-tongue proficiency in English - both written and spoken - a must!

  • Flexibility to work customer business hours if required including evenings and weekends

  • Experience with information systems and technologies (e.g. data management, databases, SQL, etc.)

  • Spanish speaking - preferred 

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