L1 Technical Support Engineer

About the Role: 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).

Key Responsibilities:

• 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.

Skills:

• 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.

Knowledge:

• 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.

Talents:

• 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.