Technical Support Engineer providing Level 1 & 2 support to clients and colleagues in after - sales phases. Responsible for problem resolution, customer satisfaction, and support requests follow - up.
About the role
- RPE is hiring an N1 Support Analyst to assist clients via phone and chat. Responsible for diagnosing and resolving incidents, ensuring user satisfaction with tech solutions.
Responsibilities
- Assist users via phone and chat
- Handle N1 support tickets
- Receive, log, classify and prioritize tickets according to SLA
- Perform in-depth diagnosis and resolution of incidents and requests of medium to high complexity, proactively identifying root causes
- Provide support for systems and applications
- Guide users on correct use of RPE systems
- Escalate tickets to higher levels (N2/N3) when necessary
- Coordinate with product teams to find solutions
- Document solutions and keep the knowledge base up to date
- Perform qualified technical escalation to N3 when necessary, following up until final resolution
- Document solutions, procedures and lessons learned, contributing to the continuous improvement of the knowledge base
- Support improvements to support processes, suggesting optimizations and operational standardization
- Act as a technical reference for junior and mid-level analysts, supporting the dissemination of knowledge and best practices
- Serve as a focal point interfacing with Product, Development and Infrastructure teams to align and resolve technical requests
Requirements
- Strong verbal and written communication
- Knowledge of computer network communication
- Knowledge of APIs and SQL/databases
- Empathy and strong customer service focus
- Organizational skills and ability to manage priorities
- Proactivity and willingness to learn
- Teamwork
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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