Technical Support Representative

At Orionyx EngineeringLtd. The Technical Support Representative serves asthe primary point of contact for clients and employees seekingtechnical assistance with engineering products software andservices.

This role involves diagnosing issues providing solutionsand ensuring high levels of customer satisfaction whilecollaborating with crossfunctional teams to enhance productperformance and user experience.

This is a remote role strictly forcandidates within the United States.

KeyResponsibilities :

• TechnicalAssistance :
• Respond to inbound supportrequests via phone email and chat in a timelymanner.
• Diagnose technical issues related toengineering software hardware and tools providing stepbystepsolutions to users.
• Document and track supportrequests in the ticketing system ensuring all interactions areloggedaccurately.
• CustomerInteraction :
• Communicate effectively withclients and team members to understand and resolve technicalproblems.
• Provide clear and conciseexplanations ensuring that users understand the solutionsprovided.
• Follow up with customers to ensureissues are resolved satisfactorily and to gather feedback onsupportexperiences.
• Collaboration :
• Work closely withengineering development and product management teams to relaycustomer feedback and issues for continuousimprovement.
• Participate in team meetings todiscuss common issues and collaborate on solutions or knowledgesharing.
• Assist in the development of FAQssupport documentation and training materials forusers.
• ProductKnowledge :
• Maintain uptodate knowledgeof the companys products services and industry trends to provideaccurate support.
• Engage in continuous learningthrough training sessions product updates and selfstudy to enhancetechnicalexpertise.
• Troubleshootingand ProblemSolving :
• Analyze complex technicalissues and devise effective solutions utilizing critical thinkingand problemsolving skills.
• Test and replicateissues reported by users to understand the root cause andfacilitate resolution.
• Escalate unresolvedissues to higherlevel technical support or engineering teams asnecessary.
• QualityAssurance :
• Ensure adherence to servicelevel agreements (SLAs) and performance metrics by providing promptand effective support.
• Participate in qualityassurance initiatives providing feedback on support processes andcustomerinteractions.
• UserTraining :
• Conduct virtual trainingsessions and webinars to educate users on product featurestroubleshooting tips and best practices.
• Createand update training materials and user guides to enhance userunderstanding andefficiency.
• Reporting :
• Generate and analyze reportson support metrics customer feedback and recurring issues toidentify trends and areas forimprovement.
• Assist in preparing reports formanagement that summarize support activities and highlightpotential enhancements.

Qualifications :

• Education : Bachelors degree in Engineering Computer Science InformationTechnology or a related field preferred; relevant experience may beconsidered.
• Experience : 2 years of experience in technical support or customer servicepreferably in an engineering or technologyrelatedenvironment.
• TechnicalSkills :
• Proficiency introubleshooting hardware and software issues including operatingsystems applications andnetworking.
• Familiarity with engineering toolssoftware applications and industryspecifictechnologies.
• Experience with ticketing systemsand remote support tools (e.g. TeamViewerZoom).
• InterpersonalSkills : Excellent communication skills both verbaland written with the ability to explain technical concepts tonontechnicalusers.
• ProblemSolvingSkills : Strong analytical and problemsolvingabilities with a proactive approach to resolving customerissues.
• OrganizationalSkills : Effective time management and multitaskingskills with the ability to prioritize tasks in a remoteenvironment.

WorkingConditions :

• Fullyremote position with flexible working hours; may require occasionalovertime or oncall availability.
• Ability towork independently while maintaining effective communication withteam members and management.

Job Types : Fulltime

Pay : From $27.50 $32.50 perhour

Schedule : Monday to Friday (8 hours daily)

Expected hours : 40 per week

Work Location : Remote

• 401(k)
• Dentalinsurance
• Visioninsurance
• Healthinsurance
• Lifeinsurance
• Paid timeoff

Remote Work :