A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Vesigo Studios is seeking a Technical Support Representative with a focus on B2B support. Candidates must quickly learn and master our company's software to proficiently answer queries and troubleshoot. Strong Windows and Mobile OS knowledge is essential, with a focus on exceptional customer service. Experience in the transportation industry is a plus, but the priority is on software mastery and expert client support. This role involves providing technical assistance to our business clients, helping resolve issues related to our software products, and guiding them in optimizing our software for their daily operations. The ideal candidate will have a solid technical background, excellent problem-solving skills, and a dedication to providing top-tier customer service in a B2B context.
Key Responsibilities:
B2
B Customer Support :
Deliver prompt and effective technical support to business clients via phone and email. Address technical issues related to software installation, operation, and performance in a B2B environment.
Technical Problem Solving :
Diagnose and resolve technical issues, offering clear guidance and ensuring solutions are effectively implemented.
Software Operational Optimization :
Actively guide business clients in optimizing the use of our software for their daily operations, enhancing efficiency and productivity.
Software Knowledge :
Maintain a thorough understanding of Vesigo Studios' software products, staying abreast of updates and new features relevant to our business clients.
Documentation and Reporting :
Accurately document interactions and issues in our CRM system. Provide feedback and reports on common challenges to the product development team.
Feedback Loop and Product Enhancement :
Collect and relay client feedback to aid in product improvement, ensuring our software meets the evolving needs of our B2B clients.
Escalation Management :
Efficiently manage the escalation of complex issues, maintaining clear communication with business clients.
Key Metrics:
First Contact Resolution Rate (FCR): Achieve or exceed a quarterly FCR of 65%, demonstrating effective problem resolution during initial customer contact.
Expected Response Time:
Maintain a response time of less than 2 hours across all customer inquiries within each quarter, ensuring timely support.
Decision Autonomy Index:
Independently handle and successfully resolve at least 75% of all assigned technical issues without escalation each quarter, demonstrating autonomy and proficiency in decision-making within the role.
Qualifications:
1-3 years of experience in technical support, preferably in a B2B software company. Proficient understanding of software applications and IT infrastructure in a B2B setting. Excellent problem-solving, analytical, and communication skills. Ability to work effectively in a fast-paced, team-oriented environment. Familiarity with CRM systems and support ticketing tools.
Additional Items:
Hours of operation are Monday through Friday, 8:00 AM to 5:00 PM. The pay range is $20-$25 per hour, with the opportunity for raises depending on proficiency in solving software and technical issues. We offer PTO, paid holidays, 401(k) with full matching, and health/vision/dental insurance coverage. We offer a comfortable office with a fully stocked snack and drink area. Why Should You Apply? Steady, reasonable hours Opportunities for on-the-job training and advancement Management invested in your success Low-stress and positive team environment Please apply with a resume and list of previous experience in technical support of software or technology.
Job Type:
Full-time Pay:
$20.00 - $25.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Will you now or in the future require sponsorship for a US employment visa?
Education:
Bachelor's (Preferred)
Experience:
Technical support: 1 year (Required) Phone etiquette: 1 year (Required) Technical writing: 1 year (Required) Customer support: 2 years (Required) Ability to
