Sr. Technical Support Engineer

Technical Support Remote - Virginia Illinois Remote - Texas


Description

Position at Ekahau

Tier 2 Technical Support Engineer

The ideal candidate for this role will have strong communication and good troubleshooting skills (email, conversation, and phone), high energy and motivation, and the ability to multi-task, manage time effectively and prioritize daily tasks. The candidate must be customer-oriented, versatile, and motivated to solve very complex technical issues. Experience working in technical support is required. The technical support engineer role is an excellent opportunity to build your wireless engineering career with a fast-growing industry leader.

 

Key Responsibilities & Duties

         Provide essential customer support and technical issue resolution via the Zendesk ticketing system, email, and phone as the Tier 2 support agent.

         Escalate issues as needed to Tier 3 and other internal teams, as well as set customer expectations for follow-up

         Help our customers to use Ekahau products better, and design better Wi-Fi networks.

         Write knowledge base articles and assist in generating training materials for the most common repeating customer issues.

         Communicate with Product Management and R&D about technical issues, feature requests, and the like to make the Ekahau products even better

         Assist in product testing of the Alpha & Beta releases and new software functionalities before the product's release.

         Listen to customers praising how good our products are, compared to the competition and how great is our support team ;-)

 

Desired Skills and Experience

         Technical Support experience

         Solid technical and computer skills (Windows, macOS, iOS, Android)

         Wi-Fi and other wireless skills are BIG pluses (we will teach you as well)

         General IP networking skills

         Ability and patience to troubleshoot even very complex technical issues

         Ability to quickly learn and understand all aspects of new products, technologies, and offerings

         Experience with Zendesk and Salesforce.com

         Excellent written and verbal communications skills

         The right attitude and customer respect to solving the issue and providing superior customer service!

         Focus on quality, promptness, and customer experience

 

 

Desired Qualifications/Attributes

         Bachelor’s Degree preferred