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LinkLive · 2 days ago

Technical Support Engineer I

United States

Full-time

Remote

Entry Level

$50K/yr - $68K/yr

1+ years exp

LinkLive is a company focused on providing exceptional technical support to its customers. The Technical Support Engineer I will serve as the primary point of contact for customer technical support, troubleshooting and resolving technical challenges while ensuring a positive customer experience.

Artificial Intelligence (AI)Customer ServiceHealth CareMachine LearningSoftwareUnified Communications

Responsibilities

Analyze user needs and assist with configuration support

Answer customer inquiries and concerns via chat, call, and email

Assess and prioritize cases based on urgency

Work with the Service Delivery, Implementations, and Product Development teams to assess and resolve complex end-customer needs

Collaborate with other developers to design and optimize code

Create flowcharts and reference materials for new and existing programs or processes

Document all customer communications using external CRM and internal tools

Handle on-call support once every 4 to 6 weeks (includes additional compensation)

Qualification

Technical customer supportCompTIA IT FundamentalsRelational databasesAnalytical skillsCustomer-centric approachCommunication skillsAttention to detailOrganizational skills

Required

1+ year of experience in software support, technical customer support, computer engineering, telecommunications, or other related fields

A customer-centric approach with a commitment to delivering exceptional service

Patience and empathy in handling customer inquiries and issues

Ability to manage customer expectations and ensure satisfaction

Ability to effectively communicate complex information in layman's terms to customers

Attention to detail and strong analytical and critical-thinking skills

Highly-organized, with the ability to document all customer interactions into a CRM

Familiarity with relational databases such as MySQL, Oracle, and SQL Server

Excellent written and oral communication skills

Preferred

CompTIA IT Fundamentals or similar IT certifications and/or an Associate's Degree in IT or Computer Science is a plus

Knowledge of contact center and telephony services is a plus

Benefits

Exceptional Health Benefits: Choose from three medical plan options, along with vision and dental plans, with industry-leading Employer coverage on monthly individual premiums.

Life Insurance and Long-Term Disability Plans: Coverage under these policies is paid 100% by us!

401k Plan: Plan for your future by participating in our 401k plan, offered through Fidelity.

Unlimited Vacation, Personal Days, Winter-Shutdown: We passionately believe in work-life balance. Enjoy unlimited vacation (with a minimum of 15 days off taken per year required), plus a company-wide winter shutdown, 12 paid holidays, and 9 personal days for you to use every year.

Stock Options: Be more than an employee; be a partner! Our equity plan ensures our team members are truly invested in our success.

Cell/Internet Subsidy: Receive a $100/month subsidy for coverage of Internet and Cell costs.

Company Incentive Plan Participation: Bonus opportunities based on overall company performance - our employees are bought in! The annual incentive compensation target for this role ranges from $1,500 to $2,040.

Health Savings Account (HSA) Contributions: If you open an eligible medical plan, we'll contribute up to $100/month in contributions to your HSA, along with the option to make your own tax-advantaged HSA contributions.

Pet Insurance: Access to discounted group Pet Insurance, offered through Pets Best.

Additional Rewards, Perks, and Discounts through Cigna: Discounted Gym Memberships offered through Cigna's Active & Fit Program; discounts on everyday health products and programs; access to emotional well-being resources like Happify, iPrevail, and Talkspace; and more!