onsite
Technical Support Specialist - INNERGY
Software Engineer
Provide technical support and troubleshooting for customers, leveraging cloud platforms and Microsoft tools while ensuring high-quality service and continuous improvement of support processes.
About the role
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat, diagnosing and resolving technical issues promptly.
- Collaborate with product and engineering teams to reproduce, document, and fix bugs or performance problems.
- Utilize cloud services and Microsoft tools to configure, test, and validate solutions for end‑users.
- Maintain and update knowledge base articles, support documentation, and standard operating procedures.
- Monitor support metrics, identify trends, and recommend process improvements to enhance customer satisfaction.
Requirements
- 2+ years of experience in technical support or help‑desk environments.
- Strong troubleshooting skills with a solid understanding of cloud platforms and Microsoft Office/Windows environments.
- Experience with quality assurance practices, ticketing systems, and documentation.
- Excellent communication skills and the ability to explain technical concepts to non‑technical users.
- Self‑motivated, detail‑oriented, and comfortable working in a fast‑paced, remote setting.