Online River, LLC ยท 4 months ago
Support Engineer
United States
Full-time
Remote
New Grad, Entry Level
$26/hr - $32/hrOnline River, LLC is a company that specializes in delivering innovative solutions and exceptional services to meet the diverse needs of their clients. They are seeking a Support Engineer who will be responsible for providing exceptional technical support and assistance to customers, ensuring satisfaction with products and services while acting as a bridge between customers and the engineering team.
Security & Investigations
No H1B
Security Clearance Required
Responsibilities
Respond to customer inquiries and technical issues via phone, email, and chat, providing timely and effective solutions
Diagnose and resolve hardware and software problems by analyzing issues, identifying root causes, and implementing corrective measures
Create and maintain detailed documentation of support cases, including problem descriptions, solutions, and customer interactions to facilitate knowledge sharing and continuous improvement
Work closely with engineering and product teams to escalate complex technical issues and provide feedback on product performance and user experience
Provide training to customers on product features and best practices to enhance their experience and ensure effective usage of our products
Monitor system performance and customer environments to proactively identify potential issues and suggest preventative measures
Assist customers in implementing software updates, patches, and upgrades to ensure they are utilizing the latest versions of our products
Conduct quality assurance checks on support tickets to ensure resolutions are effective and aligned with company standards
Gather customer feedback to identify trends in support issues and relay suggestions for product improvements to relevant teams
Participate in on-call rotation to provide after-hours support as needed, ensuring minimal downtime for our customers
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Proven experience in a technical support role, preferably within a software or technology environment
Strong understanding of operating systems, networking, and software applications
Excellent problem-solving and troubleshooting skills with a keen attention to detail
Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users
Experience with ticketing systems and support tools
Ability to work collaboratively in a team environment and manage multiple tasks effectively
Benefits
Medical Insurance
Vision and Prescription
Dental Coverage
Company
Online River, LLC
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase