31 applicants

Company

Ascend Group · 7 hours ago

Technical Support Engineer

United States

Full-time

Remote

Entry Level

$60K/yr - $65K/yr

1+ years exp

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Responsibilities

Diagnosing and resolving customer issues across a range of technologies, including SQL, C#, and modern web applications (AWS, etc.…

Communicating with customers via multiple support channels – primarily email, phone, and video conferences

Maintaining an average SLA adherence rate of 98% or higher, ensuring prompt and effective resolution of customer issues.

Consistently achieving and sustaining a Customer Satisfaction Score (CSAT) of 95% or higher through exceptional communication and support quality.

Collaborating with cross-functional teams to resolve escalated cases efficiently and provide actionable feedback to improve product usability.

Documenting and standardizing troubleshooting processes, ensuring consistency and clarity for all team members.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SQLC#AWSWorkdayOCR technologiesPythonGoTechnical supportContinuous improvement

Required

1 to 3 years in technical support roles, preferably in SaaS or software environments.

Strong troubleshooting expertise with proficiency in SQL, database management.

Experience with ERPs like Workday.

Experience with OCR technologies (MSFR, ABBYY, Iron, etc…) and debugging programming languages (e.g., Python, C#, Go).

Exceptional written and verbal communication.

Attention to detail.

Proven ability to resolve complex customer issues collaboratively.

A commitment to continuous improvement, customer satisfaction, and operational excellence.

Candidates must live in the Eastern Standard Time zone or be willing to work Eastern Standard hours.

Benefits

Exceptional benefits including unparalleled 401(k) matching

Comprehensive health care benefits (100% covered for employees, 50% for dependents)

Generous retirement plan match

Annual Lifelong Learning & Wellness Allowance to use towards learning opportunities of your choice (cooking lessons, dance lessons, language lessons, etc.) or to achieve your health and wellness goals

Flexible time off

Paid holidays

One week off between Christmas and New Year’s

Charity matching and volunteer days

Flexible schedules

12 weeks of paid parental leave

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