Technical Support Engineer

3 weeks ago

Hanoi, Vietnam Tek Experts Full time

Overview:
We’re seeking a customer-oriented Technical Support Engineer - Information Management & Governance (IM&G) to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is responsible for managing customer technical support, including information gathering and sharing, analytical troubleshooting and problem research, and cooperating with other engineers as necessary.

**Driving exceptional outcomes with purpose-built solutions.**

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

**Responsibilities**:
The Data Management & Recovery team performs technical support for PC data backup and restore functions, software integrations, and search engine functions to customers in China and Japan. As part of the Data Management & Recovery team, you’ll be trusted with specific products or complicated cases as an individual contributor, but you’ll also collaborate with engineers of all levels to share knowledge and support each other.

**This role will**:

- Escalate complex or atypical cases to higher-level technical support as needed.
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications:
**Data Management & Recovery is a good fit for you if**:

- You have Windows, Python and/or programming experience.
- You’re passionate and motivated to learn & grow.
- You’re honest, dedicated, and responsible.
- You’re proficient in both written and spoken English.
- You’re creative, adaptable, and have strong problem-solving skills.
- You’re a proactive, collaborative team player.

**In this role**:

- Some higher-level technical classwork or a college degree is preferred.
- Up to 2 years' experience in customer service is preferred.

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