Job Summary:

The Support Engineer (ADHOC) plays a crucial role in providing technical assistance to customers, resolving technical issues, and ensuring the smooth operation of our products and services on an as-needed basis. This position is perfect for individuals who prefer flexible working hours and are capable of responding to urgent technical matters as they arise.

Key Responsibilities:

1. Technical Support: Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing their queries, troubleshooting issues, and resolving technical problems to their satisfaction.
2. Issue Resolution: Diagnose and resolve technical issues through phone, email, chat, or remote assistance. Document each interaction accurately and thoroughly in the support ticketing system.
3. Escalation: Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.
4. Customer Communication: Maintain clear and professional communication with customers, keeping them informed about the status of their support requests and providing updates as necessary.
5. Product Knowledge: Stay up-to-date with the company's products and services, continuously expanding technical knowledge to better assist customers and resolve issues efficiently.
6. Documentation: Contribute to the creation and maintenance of technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
7. Quality Assurance: Participate in quality assurance processes to identify recurring issues and provide feedback to improve product reliability and usability.
8. Ad-Hoc Support: Be available for ad-hoc or on-call support during non-standard business hours, including weekends and holidays, as needed to address critical issues or emergencies.
9. Customer Education: Assist in educating customers about product features, best practices, and self-help resources to reduce the frequency of support inquiries.
10. Feedback and Improvement: Collect customer feedback and communicate recurring issues to the development and product teams for continuous improvement.

Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in technical support, customer service, or a related field.
• Strong problem-solving skills and the ability to think analytically.
• Excellent communication and interpersonal skills.
• Proficiency in using support ticketing systems and remote support tools.
• Familiarity with relevant software, hardware, and operating systems.
• Ability to work independently and adapt to a flexible schedule.
• Willingness to learn and stay updated on emerging technologies.

Preferred Qualifications:

• Industry certifications such as CompTIA A+, Network+, or similar.
• Previous experience in a similar ad-hoc support role.
• Familiarity with the company's products or services.

• Please understand, this is Adhoc work, on call Engineers/ Technicians are encouraged to apply!