Provide remote technical support via email, chat, and phone: diagnose and troubleshoot software, hardware, network, and account issues; document tickets; escalate complex problems; create and maintain technical documentation; manage multiple issues to meet SLAs; follow up with customers and suggest product or process improvements.
This is a remote position.
Are you passionate about technology and love helping people solve technical problems? We’re looking for a talented Technical Support Engineer to join our dynamic team and provide top-notch support to our customers. If you have a knack for troubleshooting and can explain complex technical concepts in a way anyone can understand, we want to hear from you!
Your Role: Technical Support Engineer
- Diagnose and troubleshoot software issues including account setup and customer onboarding.
- Provide remote technical support through email, chat, and phone, guiding customers through solutions step-by-step.
- Research and identify effective solutions to a variety of technical problems.
- Escalate unresolved issues to internal teams, for further investigation.
- Ensure all customer interactions, troubleshooting steps, and resolutions are accurately documented in the ticketing system.
- Refer to internal databases or external resources to deliver accurate and efficient technical solutions.
- Follow up with customers to ensure their systems are fully functional after troubleshooting.
- Create and maintain technical documentation, including manuals, and troubleshooting guides.
- Manage and prioritize multiple open issues, ensuring timely resolution within agreed service levels.
- Identify recurring technical issues and suggest improvements to product features or support processes.
- Build and maintain strong relationships with customers, ensuring a high level of satisfaction.
- Participate in continuous learning and development to stay updated on the latest technologies and product features.
- Perform other related duties as required.
Requirements
- Proven experience as a Technical Support Engineer, IT Help Desk Technician, or in a similar role.
- Experience with cloud systems, basic database management, and proficiency in any programming language
- Hands-on experience with troubleshooting software and hardware issues, including network configurations.
- Proficiency with supporting enterprise SAAS products using popular helpdesk software suites.
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Strong verbal and written communication skills.
- Customer-oriented attitude with a commitment to delivering high-quality support.
Benefits
What We Offer
- Salary Range: Earn between ₦150,000 - ₦250,000 per month
- Innovative Environment: Be part of a forward-thinking team where your ideas drive real change.
- Collaborative Culture: Work in a dynamic and supportive environment that values creativity and teamwork.
- Fully Remote: Enjoy the flexibility of working from anywhere, with a flexible schedule that fits your lifestyle.
Ready to make a difference with Perizer? Apply today!
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