L1 Technical Support Engineer

Job Description

• RetailNext is hiring a dedicated Level 1 Technical Support Engineer to join our team. In this role, you will be responsible for investigating and resolving escalated technical cases while ensuring compliance with our Service Level Agreements (SLAs) • Handle assigned tickets from the Support Manager and Helpdesk Support Engineers • Review Helpdesk Support Team actions to understand case history • Diagnose problems and determine next steps for resolution • Identify and discuss the root causes of user technical issues • Adhere to team processes and procedures • Collaborate effectively with onsite technicians for accurate issue diagnosis and troubleshooting • Gain a thorough understanding of RetailNext products to resolve customer issues efficiently • Respond to assigned tickets/tasks following SLA guidelines • Update technical support documentation as required

Qualifications

• Troubleshoot network, software, and operating system issues in a distributed environment • Possess experience in customer-facing Technical Support roles and knowledge of RetailNext products • Drive cases to resolution while maintaining excellent customer communication • Maintain accurate and regular case notes • Escalate relevant cases appropriately • Ensure all possible solutions are attempted before requesting onsite visits • Relay customer feedback and suggestions to the appropriate internal teams • Follow company policies and best practices, including accurate time tracking • Assist other Support Team members as needed • High level of customer satisfaction through prompt responses to emails and phone calls • Professional communication with internal and external parties • Accuracy in case note updates and understanding of escalation paths • Effective problem diagnosis and discussion of root causes • Instructions to onsite technicians based on hardware and software knowledge • Use of diagnostic utilities for network troubleshooting • Management of help desk systems to ensure correct case handling • Delivery of quality customer service through knowledge of principles and practices • Ability to identify and leverage opportunities for support improvement • Professional phone etiquette • Exceptional written and oral communication • Strong customer service orientation • Ability to work under pressure and resolve complex issues • Coaching skills to guide junior staff in handling escalated issues

Benefits

• Remote Work First Environment • Medical Insurance • Recharge Days: Monthly, we shut the company down for one day to allow for employees to focus on their personal wellbeing • Best-Self Benefit: We offer an annual stipend for employees to spend money as they would like for anything that falls under personal or professional development • Holiday Exchange Program: We allow employees to exchange any company holiday for one they would prefer to celebrate