Position: Technical Support (Troubleshooting) Engineer (Level 2 support)
Company: CEX.IO
Experience required: 1y
English level: upper

Responsibilities
* Research and identify solutions to software issues
* Diagnose and troubleshoot technical issues, including account setup and configuration
* Ask customers targeted questions to quickly understand the root of the problem
* Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
* Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
* Provide prompt and accurate feedback to customers
* Refer to internal database or external resources to provide accurate tech solutions
* Ensure all issues are properly logged
* Prioritize and manage several open issues at one time
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting
* Document technical knowledge in the form of notes and user guides


Requirements
* Work experience as a Technical Support Engineer
* Hands-on experience with Microsoft 365 and Azure products (would be a plus)
* Good understanding of support processes and customer’s experience
* Ability to diagnose and troubleshoot technical issues
* Familiarity with remote desktop applications and help desk software
* Excellent problem-solving and communication skills (English)
* Ability to provide step-by-step technical help, both written and verbal
Про компанію ConceptSoft
ConceptSoft, LLC is on a quest to disrupt telecom industry and is bringing cutting-edge, technological solutions to mobile operators, telcos and enterprises. Our solutions are bringing together cloud, next generation networking and big-data analytics to address real challenges and create more revenue streams for our clients.

More information:
https://www.conceptsoft.io
https://www.processica.com