Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Junior Support Analyst providing initial support to users at Data System. Handling user inquiries through phone, chat, or email and ensuring correct request classification.
Responsibilities
- Assist customers via phone, chat, or email, providing functional Level I support
- Log and correctly classify tickets in the system.
- Apply standardized procedures to resolve recurring errors and inquiries.
- Escalate more complex tickets to Level II with a complete and clear history.
- Update the knowledge base with simple and recurring solutions.
- Adhere to company policies, procedures and standards related to the workplace and implemented management systems.
- Ensure the safekeeping, maintenance, and organization of materials, equipment and documentation under your responsibility, as well as the cleanliness and order of the workplace.
- Perform other tasks related to your role and work procedures as required.
Requirements
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- Completed Bachelor's degree in Administration, Information Technology, or related fields
- Knowledge of ERP systems or management software
- Experience with customer support tools (e.g., ticketing systems, chat, email)
- Basic knowledge of networking, remote access, and user support
Benefits
- Health insurance
- Dental insurance
- Childcare assistance
- Profit-sharing (PLR)
- Life insurance
- Meal allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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