Our team is in the Education-Technology industry, focusing primarily on the B2B Adult Education market. We are developing a Learning Platform as a Service for both Adult Trainers and Learners. By integrating Learning Theory, Deep Tech, and Data Security, we will personalize the approach to training to optimize the efficiency and productivity of one's learning journey. We are searching for a support engineer to provide enterprise-level assistance to our customers. We welcome individuals who are proactive and want to further develop their skills in technical support and product development.
Job Description
- Setup production system for customers
- Providing pre-sales assistance, such as site surveys, client meetings, technical presentations, and system demonstrations.
- Verify the accuracy of system configurations and conduct UAT
- Conduct technical training sessions for the sales and customers
- Prepare materials for customer training and deliver professional training sessions.
- Assist project managers and engineers with technical support after sales.
- Respond promptly and efficiently to all service requests in accordance with company standards and policies.
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Maintain customers’ system
- Get feedback from, and build solutions for users and customers
Job Requirements:
- 3+ years of experience in software support environment.
- A good verbal and written communication skill is a must
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Ability to diagnose and troubleshoot technical issues
- Excellent problem-solving skills
- Ability to provide step-by-step technical help, both written and verbal
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Working knowledge of HTML,CSS,Javascript,php,SQL and cloud computing
- Familiarity with LMS system is a plus.
Qualification
- BSc/BA in Computer Science, Engineering or relevant field; graduate degree in Data Science or relevant quantitative field is preferred
- Preferably, you have worked in a startup environment with large enterprise experience.
Working Arrangement
- This position is a 50% work-from-home arrangement until further notice. The candidate is required to have a good working laptop/desktop together with a working webcam and microphone for virtual meetings.
