Mid-Weight Quality Assurance Analyst
FX Digital
AndroidiOSJavaScript
Tech Support Specialist
Platform Science
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $27 - $30 per hour
Job Level
Mid-LevelSenior
Tech Stack
AndroidIoT
About the role
- Diagnose and troubleshoot technical issues, including heavy android application support
- Track calls to resolution, within agreed time limits
- Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
- Provide prompt and accurate feedback to customers and log cases in Salesforce
- Document technical knowledge in the form of Knowledge Base articles within Salesforce
- Maintain courteous and professional relationships with clients
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and document using company tools
Requirements
- Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Salesforce)
- Ability to provide step-by-step technical help, both written and verbal
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Ability to work well under pressure
- Flexibility to potentially work shift hours
