itGenius 🤓 Biz Tech Experts

Support Engineer

• Provide prompt and effective technical support to customers via various channels (tickets, chat, calls) for common IT issues.
• Diagnose and resolve basic to common technical issues related to Google Workspace, IT infrastructure, and other supported products and services.
• Follow established troubleshooting procedures and best practices to ensure consistent and reliable solutions.
• Accurately identify when to escalate complex or unresolved issues to senior technical support consultants or other specialized teams, ensuring smooth handoffs.
• Deliver an "Amazon Prime of IT" customer experience by providing responsive, clear, and empathetic communication. Manage customer expectations effectively, providing timely updates and transparent explanations of technical issues and resolutions. Maintain a professional and courteous demeanor in all customer interactions. Ensure all customer interactions are accurately and thoroughly documented in the ticketing system.
• Actively participate in team meetings, discussions, and knowledge-sharing sessions. Proactively seek guidance and mentorship from senior technical support consultants and team leaders to enhance skills and knowledge. Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and FAQs under supervision. Provide constructive feedback to peers and leadership to help improve team performance and processes.
• Adhere strictly to all company policies, procedures, and security protocols. Continuously learn and stay updated on new technologies, product features, and industry best practices relevant to itGenius's services. Proactively seek opportunities for professional development and skill enhancement, including completing assigned training modules.

Junior Technical Support