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Technical Support Engineer (Remote)

Role overview

Qualifications

  • BS degree in Information Technology, Computer Science or equivalent
  • Proven working experience in enterprise technical support, IT support or as a technical engineer
  • Deep knowledge in the product that the technician is supporting
  • Strong problem-solving skills

Responsibilities

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers

Key facts

Hard skills

Other skills

  • Problem Solving
  • Communication
  • Troubleshooting (Problem Solving)
  • Customer Service

About the company

Manutan logo

Manutan

  • Retail – Supermarkets & Hypermarkets
  • XLarge
  • 1,001–5,000
Manutan is a major player in BtoB, bringing together women and men passionate about e-commerce who put sincerity and responsibility at the heart of all their actions. Our mission? Enterprising for a Better World by building a sustainable BtoB model where everyone can develop and progress. We offer: 👉 A selection of products dedicated to businesses: office, packaging, warehouse, workshop, outdoor spaces, hygiene, safety, health and catering 👉 High added-value services: e-procurement, Savin'side®, quotes, 2D/3D plans, installation and assembly, financial rental, collection and upgrading of products In short, an all-in-one offer that helps our customers to "Well-working" on a daily basis, efficiently and sustainably. Whatever the workplace, we make it more pleasant, simpler, and more rewarding. Thanks to our European presence, we equip and advise our customers, from small to large companies, both local and international, throughout the world. Since 2017, several of our subsidiaries have been certified "Best Workplaces" by the Great Place to Work® institute. This label rewards great initiatives and the commitment of our employees every day. Welcome to the Manutan community 💚

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Job description

Job Role:

We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues with respect to the severity. 

Requirements:

  • BS degree in Information Technology, Computer Science or equivalent
  • Proven working experience in enterprise technical support, IT support or as a technical engineer
  • Deep knowledge in the product that the technician is supporting.
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills

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