Technical Support Engineer

JoVE ( www.jove.com ) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented individuals to join our company.

We are seeking an experienced Technical Support Engineer to join our team, working closely with the global Support and Engineering teams. Your primary focus will be resolving critical issues and providing the Support team with tools and solutions to ensure JoVE customers receive the highest level of service possible. If you're passionate about pioneering solutions and want to shape our company's future through creative exploration of new possibilities, we want you on board.

Responsibilities

• Work directly with the Support and Engineering team to Triage and handle critical support issues or bugs.
• Tackle software debugging and identify code defects for remediation.
• Provide support to answer inquiries on products.
• Accept and handle technical requests.
• Collaborate with L2 teams to solve customer inquiries.
• Create, curate and maintain knowledge articles.
• Follow communication procedures, guidelines and policies.
• Provide accurate, valid and complete information by using the right methods / tools.
• Build sustainable relationships and trust with customers and other internal teams through open communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Performs other specific duties or assignments as directed by Team Manager.

Requirements :

Why Join JoVE?