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Technical Support Engineer - (ZR_21983_JOB)

Remote: 
Full Remote
Contract: 
Freelance
Work from: 
Illinois (USA)

Offer summary

Qualifications:

3+ years of experience in software product technical support, Strong customer service skills, Knowledge of SQL and/or Postman, Bachelor’s Degree in a related field is preferred..

Key responsabilities:

  • Communicate directly with end-users to resolve inquiries and challenges
  • Troubleshoot product features and integrations, documenting issues and routing them to engineering
  • Maintain records of customer interactions and expand the self-help library
  • Collaborate with Product, Engineering, and Customer Success teams to enhance customer support.

BruntWork logo
BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/
501 - 1000 Employees
See all jobs

Job description

This is a remote position.

  • Total hours: 40 hours per week or 8 hours per day
  • Monday - Friday
  • 8:00 AM - 5:00 PM Chicago, IL time 
  • With 1 hour unpaid break in between
 Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
 Act as a subject matter expert of the platform and maintain up-to-date product knowledge
 Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
 Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
 Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
 Maintain diligence and keep strong records and documentation of customer interactions
 Expand and refine our customer-facing self-help library of articles
 Follow Cohesion’s communication best practices and guidelines for customer engagement
 Respond to inbound chat, email and phone support requests
 Maintain and produce various customer-facing reporting documents
 Ongoing product testing
 Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
 Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
 Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions

Requirements
 3+ years of experience in software product technical support
 Strong customer service skills
 Knowledge of SQL and/or Postman
 Ability to multitask, prioritize and manage time effectively
 Customer service experience
 Strong organization skills and attention to detail
 Proficient technical skills with the ability to quickly learn and leverage new software

Desired Qualifications
 Proptech or real estate experience
 Previous experience working in a startup
 Bachelor’s Degree in a related field


​
Independent Contractor Perks
  • HMO Coverage for eligible locations
  • Permanent work from home
  • Immediate hiring
  • Steady freelance job
ZR_21983_JOB

Required profile

Experience

Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SQL (Programming Language)Help Desk SupportSoftware DevelopmentDevelopment TestingInternal Documentation

Other Skills

  • Customer Service
  • Troubleshooting (Problem Solving)
  • Real Estate
  • Multitasking
  • Detail Oriented
  • Communication
Are you interested?

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