Lead Support Engineer
Artisight
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Leading and mentoring the Technical Support Team, communicating and adhering to procedures, policies and goals; monitoring queues and assisting with daily requests
- Provide product expertise for end-users, handling escalated issues
- You’ll act as a key contact for clients
- You’ll analyze client needs and assist clients in translating these needs into technical requirements and solutions
- You’ll help create written documentation outlining proposed solutions for common client issues and requests, which may include written internal knowledge base articles, recorded tutorials, and other processes
- Utilize application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications
- Provide client support, solutions and assistance by ensuring the team is managing support tickets in a timely manner; responding to application issues via phone, email and computer chat
- Learn and gain exposure to all of our tools to become a product knowledge expert
- Work cross-functionally with different departments to grow your knowledge and ensure we have healthy communications across the organization and truly provide our clients with the best experience
- Work with Client Success and Product Managers to share feedback to understand customer feedback and improve technology/relationships
- Run diagnostics to resolve customer reported issues
- Take lead on escalating issues to the Engineering Team
- Follow-up with customers to ensure issues are resolved.
Requirements
- Experience (5+ years) in technical customer facing roles, preferably in the Enterprise Technology space
- Flexibility to work a variety of schedules
- Knowledge of Service Desk ticketing applications
- Knowledge of ITIL and Service Desk industry best practices
- Knowledge of Microsoft products including the Windows operating system, Mac OS and Office applications
- Excellent oral communication skills
- Detail oriented in order to keep detailed notes on tickets
- Highly organized to keep Help desk tickets order
- Ability to diagnose and resolve basic computer and application technical issues
- Ability to work through ambiguity and deal with shifting priorities
- Excellent problem solving skills and willingness to go above and beyond
- Desire and ability to learn quickly and apply new skills.
Benefits
- Artisight is committed to fostering a diverse and inclusive workplace
- We actively encourage and welcome all candidates apply for this position, regardless of whether they meet 100% of the listed qualifications
- Our recruitment and selection processes are designed to be fair and equitable, and we strive to eliminate any biases that may exist.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsystems analysisdiagnosticstroubleshootingticket managementclient supporttechnical requirements analysisdocumentation creationproblem solvingapplication issue resolution
Soft skills
leadershipmentoringcommunicationorganizationflexibilitydetail orientedadaptabilitycustomer servicecollaborationwillingness to learn
Certifications
ITIL certification