Technical Support Engineer at SeamlessHR Limited

Job Summary

• We are seeking a skilled and customer-oriented Technical Support Engineer to join our dynamic engineering tribe.
• The Technical Support role will play a pivotal role in ensuring seamless user experiences by providing prompt and effective technical assistance and issue resolution across our product base.

Responsibilities

• The Technical Support Engineer is responsible for providing technical assistance to customers who are experiencing concerns. They are responsible for answering customer inquiries, diagnosing problems, defect investigation/ resolution and providing solutions to technical issues.
• As a Technical Support Engineer, you’ll have full stack development skills, be enthusiastic, have a go-getter attitude, and be a quick learner.
• You will work collaboratively with end users, product teams, and other SeamlessHR tribes to resolve technical issues, offer guidance, and contribute to the overall efficiency of our technology systems.

Responsibilities

• Provide technical support to customers.
• Diagnose and troubleshoot technical defects with SeamlessHR suite of Products.
• Guide users through step-by-step troubleshooting processes, ensuring clear and understandable explanations of technical concepts.
• Collaborate with higher-level technical teams or specialized departments to escalate and address complex or unresolved issues.
• Escalate technical issues to appropriate team members when necessary.
• Contribute to the development and maintenance of a knowledge base and FAQs to facilitate user self-help and reduce repetitive inquiries.
• Stay updated with new technologies, software updates, and industry trends to effectively address emerging technical challenges.
• Adhere to defined service level agreements (SLAs) for responding to user inquiries and resolving technical issues.
• Be Awesome!

Requirements

• Proven experience in a technical support role
• Excellent problem-solving skills
• Patience, empathetic, and a customer-centric approach to problem-solving.
• Strong teamwork and collaboration skills to work effectively with diverse teams and departments.
• Strong communication skills, both verbal and written
• Bachelor's degree in Computer Science or related field (nice to have)

Required Technical Skills

• Full Stack Engineer
• PHP
• Laravel
• Javascript
• VueJs

Other Skills

• Communication
• Problem-solving
• Attention to detail
• Patience and listening skills