MRF: 447139
Is This YOU? Then We Want to Meet You!
Are you an adaptable, detail-oriented technical problem-solver who thrives at the intersection of IT infrastructure and industrial engineering workflows? We are seeking a frontline Tier 1 Technical Support Agent to support a B2B client base using industry-standard engineering compliance and document management software. If you love solving software queries, configuring systems, and delivering empathetic support to technical clients, this role is for you!
Requirements
- 2+ years of hands-on technical support experience directly assisting B2B customers via phone, email, and live chat.
- Basic understanding or mechanical inclination towards industrial manufacturing, piping systems, pressure vessel fabrication, or welding processes (WPS/PQR workflows).
- Practical experience troubleshooting Windows Operating Systems, Active Directory, and Remote Web Apps.
- Proficiency with basic SQL query execution and database context.
- Hands-on exposure to cloud/IT environments, specifically Microsoft Azure tools and Microsoft Office Suite.
- Experience navigating B2B CRM systems (Salesforce preferred).
- Exceptional verbal and written English skills with a strong ability to translate complex technical concepts to non-technical users.
- High reliability, acute attention to detail, and willingness to work overtime or flexible hours on short notice when critical client issues arise.
- Must meet standard home-office Business Continuity Plan (BCP) requirements, including power station and internet backups.
What you'll do
- Provide frontline B2B technical assistance via phone, email, and live chat while maintaining empathetic and professional client care.
- Handle account administration tasks including password resets, user licensing modifications, and client onboarding/offboarding.
- Troubleshoot system connection errors, remote web app access issues, and desktop installations across Windows environments.
- Configure application servers and remote environments in accordance with technical guidelines.
- Utilize Salesforce to log support cases, document client interactions, manage user accounts, and track resolution metrics against SLAs.
- Conduct initial root-cause analysis on software bugs, database queries, and environment conflicts; aggregate logs and replicate errors before escalating to Tier 2 or engineering teams.
- Collaborate with Quality Assurance and Product teams to test new feature releases, software patches, and system updates.
- Work with external cloud hosts and third-party vendors to resolve service interruptions rapidly.
- Routinely monitor backup services to ensure data integrity, reporting any defects or failures.
- Guide non-technical users through basic software training and maintain internal knowledge base troubleshooting documentation.
Success looks like
- Strict adherence to SLA response and resolution times across all incoming phone, chat, and email tickets.
- Accurate, comprehensive case documentation and escalation logs in Salesforce, enabling fast resolutions by Tier 2 and QA teams.
- Consistent uptime and reliable configuration of client application servers and remote web environments.
- Minimal repeat support tickets through effective client enablement and clear self-service documentation.
Tech Checklist - Gotta Have It!
A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.A quiet, cozy workspace to handle calls and chats like a pro.
How to apply
Start your skill assessment by clicking here: 👉 Skill Assessment Form
What Happens Next
Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.