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Technical Support Engineer
hace 4 meses
**Position**: Tech Support Engineer
**Job Type**: Full-Time | Fully Remote
**Role**
As a Tech Support Engineer, your primary responsibility is to provide exceptional technical support to our clients. You will be responsible for investigating and resolving technical issues that our clients may encounter while using our software. You will work closely with our founders to identify and solve technical problems. Your ultimate goal is to help our clients get the most out of our software and ensure their satisfaction.
**Responsibilities**
- Investigate and resolve technical issues reported by clients
- Collaborate with our founders to identify and resolve technical issues
- Ensure timely resolution of technical issues and provide regular updates to clients
- Document technical issues and their resolution in our ticketing system
- Identify recurring technical issues and provide feedback to the founders to help improve our service
- Create Canned Responses to answer FAQs
- Draft responses to escalated tickets to help speed up the support process
- Create technical documentation and training materials for our clients
- Participate in testing and QA of new software releases
- Maintain a high level of technical expertise in our software and related technologies
**Results**
- Respond to client inquiries within 3 hours
- Resolve 90% of technical issues reported by clients within 24 hours
- Maintain a client satisfaction score of at least 90%
- Contribute to at least 1 idea to improve our service per month
- Create 1 new technical documentation or training material per month
**Requirements**:
- 2 years of experience in a technical support role
- Strong technical knowledge and troubleshooting skills
- Excellent communication and interpersonal skills
- Experience in providing technical support to non-technical users
- Experience in working with ticketing systems (Zendesk, Freshdesk)
- Familiarity with web technologies, APIs, and databases
- Experience in working in a remote environment
- Bachelor's degree in computer science or a related field (preferred)
**Pay & Perks**
- Paid time off
- Fully remote position
**About Get More Students**:
We're a Marketing and SaaS agency that's on a mission to help dance studios attract more students and make their lives easier. We have over 200 clients who love working with us, and our goal is to dominate the industry with 1,000 clients in the next 3-5 years
Our goal is to create a team of smart people who love building cool stuff...
We embrace teamwork, honesty, and a strong work ethic. That’s why we’ve created a culture that’s focused on growth and performance.
**Apply**
Pay: $262,905.00 - $438,173.00 per month
**Language**:
- English (required)
