Technical Support Engineer- Quickcharge

Key Responsibilities

• Receives and records incident related information using a variety of tools, techniques and procedures.
• Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems.
• Uses judgment within defined practices and procedures.
• Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer.
• Troubleshooting with tools and techniques, including network browsers, through Wireshark (or equivalent), Microsoft Windows Server analysis using built-in and third-party tools, SQL database analysis, HTTP/HTTPS, APIs, web browsers, and Microsoft Internet Information Systems analysis, and more.
• Maintains customer relationships by handling their questions and concerns with speed and professionalism.
• Establishes priorities and communicates effectively with clients.
• Overcomes constraints to resolve client issues and meet established deadlines.
• Actively contributes to a knowledge base that improves the effectiveness of the team, and information available to our clients.
• Communicate with product teams on customer feedback and help develop longer-term improvement options.
• Acting as primary contact for assigned clients with respect to product company performance and operational processes.

Qualifications

• Able to work in a high-energy, fast-paced environment where change is the order of the day.
• Ability to troubleshoot using skills related to software functionality / hardware configuration, and technical issues.
• Comfortable troubleshooting technical issues via phone/email/ticketing/chat.
• Strong analytical, problem solving and interpersonal skills.
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Analytical, methodical, detail-oriented individual.
• Strong desire and passion for learning new technologies, investigating technical problems and helping customers.
• Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement.
• Practical experience in Information Technology, Engineering, or related technical field 2-4 years of technical support or software troubleshooting experience.
• Experience with SQL databases and basic query writing.
• Familiarity with Windows and/or Linux server environments.
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers).
• Customer service orientation with patience and empathy.
• Ability to work independently and manage multiple cases simultaneously.
• Willingness to learn new technologies and adapt to changing environments.