Technical Support Engineer

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

As a Technical Support Engineer, you will play a crucial role in ensuring the satisfaction
and success of our customers by providing timely and effective technical assistance.
You will collaborate closely with cross-functional teams to troubleshoot and resolve
technical issues, deliver expert guidance, and contribute to the continuous
improvement of our products and services.

Duties and Responsibilities:

Customer Support:

• Respond to customer inquiries and technical issues through various communication channels, including phone, email, chat, and ticketing systems.
• Diagnose and troubleshoot complex technical problems reported by customers, taking a systematic approach to identify root causes and develop effective solutions.
• Provide step-by-step guidance to customers for problem resolution, ensuring a positive customer experience throughout the support process.

Technical Troubleshooting:

• Analyze and replicate reported issues in a controlled environment to understand the underlying problems.
• Utilize debugging tools, logs, and diagnostic techniques to investigate software, hardware, and network issues.
• Collaborate with development teams to escalate and resolve issues that require code-level debugging or fixes.
• Documentation and Knowledge Base:
• Create and maintain comprehensive technical documentation, including FAQs, troubleshooting guides, and best practices.
• Contribute to the development of a knowledge base, ensuring that common issues and solutions are readily available to customers and internal teams.

Customer Communication:

• Communicate effectively with customers, providing timely updates on the status of their reported issues.
• Translate complex technical concepts into simple and understandable language for non-technical customers.
• Proactively educate customers on product features and functionalities to enhance their overall experience.

Collaboration and Feedback:

• Collaborate with cross-functional teams, including development, product management, and quality assurance, to address recurring issues and contribute to product improvement.
• Provide valuable feedback based on customer interactions to influence product development and feature enhancements.

Escalation Management:

• Escalate critical or high-priority issues to appropriate teams or management, ensuring timely resolution and minimizing customer impact.
• Maintain a thorough understanding of the company's escalation processes and follow them as necessary.

Continuous Learning:

• Stay up-to-date with the latest technological trends and industry developments to maintain a high level of expertise in the products and services provided.
• Participate in training sessions and workshops to enhance technical skills and product knowledge.

Qualifications:

• Proven experience as a Technical Support Engineer or similar role.
• Strong problem-solving skills and a methodical approach to troubleshooting technical issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using diagnostic tools, debugging techniques, and remote support software.
• Familiarity with operating systems, networking, software applications, and hardware components.
• Customer-focused attitude with a passion for providing exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Prior experience with CRM and ticketing systems is a plus.
• Amenable to work remotely and independently
• Amenable to work in the night shift, shifting schedules