Technical Support Engineer

Job Description

Your expertise will help educators, students, and administrators maximize the benefits of our platform.

Key Responsibilities:

• Diagnose and resolve software and technical issues reported by users.
• Engage with customers via phone, email, and chat to identify and troubleshoot problems efficiently.
• Guide users through step-by-step solutions, ensuring clear and user-friendly explanations.
• Escalate unresolved technical issues to the appropriate internal teams (e.g., software developers, product managers).
• Maintain accurate documentation of reported issues, resolutions, and troubleshooting processes.
• Utilize internal databases and external resources to provide precise technical solutions.
• Manage and prioritize multiple open issues while ensuring prompt follow-ups with users.
• Collect user feedback, understand customer requirements, and conduct product demonstrations.
• Generate reports on recurring technical issues, customer feedback, and resolution times to improve support efficiency.
• Contribute to the development of technical guides, FAQs, and knowledge base articles for both internal and external use.
• Foster positive relationships with customers by delivering timely and effective support.

Requirements:

• Proven experience as a Technical Support Engineer, or in a similar role.
• Strong knowledge of computer systems, mobile devices, and web-based applications.
• Ability to diagnose and troubleshoot basic and intermediate technical issues.
• Familiarity with help desk software, remote support tools, and ticketing systems.
• Excellent problem-solving skills and the ability to communicate technical concepts in a clear and user-friendly manner.
• Ability to provide step-by-step guidance through both written and verbal communication.
• Diploma or degree in Information Technology, Computer Science, or a relevant field.
• Experience working with Learning Management Systems (LMS) or Online Learning Platforms is a strong advantage.
• Passion for education technology and a commitment to improving user experience in the EdTech space.

• Work with a mission-driven team that is shaping the future of digital education.
• Collaborate with educators, developers, and product teams to improve online learning experiences.
• Gain hands-on experience with cutting-edge EdTech tools and solutions.
• Enjoy a dynamic, fast-paced environment with opportunities for growth and professional development.

This version refines the role by making it more specific to EdTech, highlighting how the candidate will interact with educators and students, and emphasizing the importance of Learning Management Systems (LMS). Let me know if you'd like further adjustments!