Titlu Job: Technical Support Engineer
About Us
We are a fast paced growing London-based tech startup looking for a strong Technical Support Engineer who's comfortable to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers run applications and programs.
About You
You will diagnose and troubleshoot software and hardware problems and help our customers run applications and programs. You will need to assure that over 50 devices taking payments via contact less cards and managed through our management platform are up and running during the business hours.You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.To be qualified for this role, you should hold a technical understanding of hardware and software systems and components. Android is a must, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. Your work is Agile (sprints, continuous delivery). You have a pro-active "can do" attitude. Your work is not done until it's documented.
About the Role
You will be working closely with our founders and our core team of technologists supporting our client's live systems. You will become the person our customers trust by providing them with timely and accurate solutions to their technical problems. You'll create a great relation with the development team and with other 3rd party technical providers that will help you identify the solution for the issues that occurs to the customers.You will work independently and you are responsible for managing your own work. You will be involved in supporting and maintaining the systems up and running.You will work with latest payments and transactions technologies, devices and APIs, and you'll be able to influence the directly through the strategic fixes you identify.
Responsibilities
Research and identify solutions to software and hardware issues with the help of technical team
Diagnose and troubleshoot technical issues
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
Follow up with clients to ensure their IT systems are fully functional after troubleshooting Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clientsRequirements
Proven work experience in a similar role
Hands-on experience with Android OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Flexibility and availability to offer support over weekends
Availability to travel in UK
Compensation and Perks:
base salary upon experience opportunity for monthly performance
bonuses in addition to the base salary flexible work (part remote / home office, flexible hours)
opportunity for equity bonus for outstanding performance and contributions
