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Sterling, VA, USA
Posted on Thursday, August 24, 2023

Technical Support Specialist L1

πŸ”ŽπŸ“œ Status
βœοΈπŸ“’ Type
βœοΈπŸ“’ Status
βœοΈπŸ“’ Team
Technical Support
βœοΈπŸ“œ Admin
βœοΈπŸ“’ Location
βœοΈπŸ“’ Team Lead
Antonio Rocha
βœοΈπŸ“’ Job Posted
May 22, 2023
βœοΈπŸ“’ LinkedIn Link
2 more properties

🎯Your mission

Become the person that customers trust to solve their related technical issues and make sure that the number of failure modes is reduced over time.

πŸ” What we're looking for

We are looking for a Technical Support Specialist to provide technical assistance to our customers, enforcing the Service Level Agreements (SLAs). You will diagnose and troubleshoot software, hardware, and network problems and help our customers use the system in the best way possible, thus ensuring their sustainable and efficient defect-free production.
The Technical Support team will have a deep understanding of the Smartex product and they work directly with internal teams to solve the most complex of technical issues. They will communicate internally and externally via a ticketing system so it's important that the candidates have both oral and written communication skills.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

πŸ‘‡ Responsibilities

Response, restoration, and resolution of technical issues on customers
Ensure that the customer issues are restored in a timely manner according to the specified SLAs
Ensure every customer reported issue is properly documented in Smartex ticketing systems for tracking purposes and learning opportunities
Measure and act upon the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process
Use and apply Technical Support processes, policies & tools documentation and contribute to their continuous improvement
Direct involvement with the customer success, product, and engineering teams

πŸ› οΈ Skills & Experience

Technical background in Network Systems, IT, Electrical Engineering or related
Knowledge of Linux
Nice to have: knowledge in Linux based Embedded Systems
Excellent verbal and written communication skills
Be customer-focused and results-driven
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
Ability to describe the details on technical issues in all their complexity when needed
Fluency in English and Portuguese
Extra points for fluency in Italian and/or Turkish
Extra points for experience in the Textile industry or other manufacturing activities

πŸ† What we offer

Employee stock options
Career and salary progression attached to periodic goals
Health insurance
Salary package according to experience & skills
A dynamic work environment in a fast-growing company
Working with an inspiring, diverse, talented team
Office & home perks (home set up, office snacks, fruit, coffee, pet friendly, etc.)
Remote friendly work policies
Opportunity to make a real impact in the World β€” change the state of the art

πŸ“© How to Apply