Position: Senior Technical Support Engineer #7399
Company: Lohika
Category: QA
Experience required: 3y
English level: upper

Acts as the primary point of contact for providing technical support and resolution for customers.
Maintains a high level of technical knowledge across the overall operation of all products including a detailed knowledge of how various components operate. Stays abreast of Engineering’s latest developments, patches, and upgrades associated with the company’s products. Provides troubleshooting and technical support via phone, web based tools, and email. Advise customers regarding the product's proper performance and addresses specific product issues. During problem escalations, act as a liaison between customers and engineers. Provides technical support to customers and end users by listening to their questions, researching answers, troubleshooting problems and guiding customers through corrective steps. Takes a very “hands on” approach to customer support, managing all issues from initial call to final resolution and follow-up. Makes effective independent decisions representing day-to-day issues that do not require team or cross-functional discussion, input or agreement. Is responsible for technical notes, product manuals, and training materials. Participates in and manages the development Support Department, assists the Director of Customer Success with hiring and training new hires. Accurately logs all customer cases and interactions in data management system. Collects and reports product quality insights gained during customer interactions.
MAIN TASKS AND RESPONSIBILITIES:
Exemplifies dedication, integrity, honesty and trust
Encourages innovation, creativity and simplicity
Focuses on quality and outstanding service
Appreciates individual initiative and accountability
EDUCATION, SKILLS AND EXPERIENCE:
MUST HAVE:
A logical, process-oriented thinker who is positive, proactive, innovative and readily embraces change.
Creative problem solver with exceptional customer service skills.
Able to efficiently research, identify and then explain technical solutions to customers.
Proven ability to function independently as well as part of a cross-functional team.
Able to thrive in a fast-paced environment.
Able to keep a calm demeanor when all others involved in the support process may not.
Able to handle a variety clients and personalities professionally during all interfaces.
Excellent verbal, telephone, and written communication skills.
Excellent listening and feedback skills.
Self-motivated, detail-oriented and organized.
Able to multi-task and juggle numerous assignments simultaneously.
Advanced computer skills with the ability to learn new concepts very quickly.
Detail oriented and technically savvy team player focused on the continuous delivery of top quality products and services with customer satisfaction being the highest priority.
Has a strong understanding of how a Customer Success team works and interacts with other company departments.