[Remote] Technical Support Engineer I
Note: The job is a remote job and is open to candidates in USA. LinkLive is a company focused on providing exceptional technical support to its customers. The Technical Support Engineer I will serve as the primary point of contact for customer technical support, troubleshooting and resolving technical challenges while ensuring a positive customer experience.
Responsibilities
- Analyze user needs and assist with configuration support
- Answer customer inquiries and concerns via chat, call, and email
- Assess and prioritize cases based on urgency
- Work with the Service Delivery, Implementations, and Product Development teams to assess and resolve complex end-customer needs
- Collaborate with other developers to design and optimize code
- Create flowcharts and reference materials for new and existing programs or processes
- Document all customer communications using external CRM and internal tools
- Handle on-call support once every 4 to 6 weeks (includes additional compensation)
Skills
- 1+ year of experience in software support, technical customer support, computer engineering, telecommunications, or other related fields
- A customer-centric approach with a commitment to delivering exceptional service
- Patience and empathy in handling customer inquiries and issues
- Ability to manage customer expectations and ensure satisfaction
- Ability to effectively communicate complex information in layman's terms to customers
- Attention to detail and strong analytical and critical-thinking skills
- Highly-organized, with the ability to document all customer interactions into a CRM
- Familiarity with relational databases such as MySQL, Oracle, and SQL Server
- Excellent written and oral communication skills
- CompTIA IT Fundamentals or similar IT certifications and/or an Associate's Degree in IT or Computer Science is a plus
- Knowledge of contact center and telephony services is a plus
Benefits
- Exceptional Health Benefits: Choose from three medical plan options, along with vision and dental plans, with industry-leading Employer coverage on monthly individual premiums.
- Life Insurance and Long-Term Disability Plans: Coverage under these policies is paid 100% by us!
- 401k Plan: Plan for your future by participating in our 401k plan, offered through Fidelity.
- Unlimited Vacation, Personal Days, Winter-Shutdown: We passionately believe in work-life balance. Enjoy unlimited vacation (with a minimum of 15 days off taken per year required), plus a company-wide winter shutdown, 12 paid holidays, and 9 personal days for you to use every year.
- Stock Options: Be more than an employee; be a partner! Our equity plan ensures our team members are truly invested in our success.
- Cell/Internet Subsidy: Receive a $100/month subsidy for coverage of Internet and Cell costs.
- Company Incentive Plan Participation: Bonus opportunities based on overall company performance - our employees are bought in! The annual incentive compensation target for this role ranges from $1,500 to $2,040.
- Health Savings Account (HSA) Contributions: If you open an eligible medical plan, we'll contribute up to $100/month in contributions to your HSA, along with the option to make your own tax-advantaged HSA contributions.
- Pet Insurance: Access to discounted group Pet Insurance, offered through Pets Best.
- Additional Rewards, Perks, and Discounts through Cigna: Discounted Gym Memberships offered through Cigna's Active & Fit Program; discounts on everyday health products and programs; access to emotional well-being resources like Happify, iPrevail, and Talkspace; and more!
Company Overview