[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Pansophic Learning is an education company dedicated to providing exceptional learning solutions for students and educators. The Technical Support Engineer will provide remote guidance to resolve technical issues, manage ticket queues, and ensure compliance with service level agreements while delivering outstanding customer service.

Responsibilities

• Provide customers with remote guidance and expertise to resolve technical problems
• Act as second tier end user contact and resolution
• Resolve customer reported issues using Pansophic provided access, tools, and technology
• Accurately documents user information, triage steps and resolutions or escalation notes
• Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests
• Follows knowledge base articles as a standard for resolving end user reported issues
• Works to identify missing or erroneous documentation for processes or knowledge
• Works with internal and external teams to ensure solutions provided are accurate
• Assist customers with account setup and application installations
• Provides escalations as necessary
• Create and maintain required documentation
• Ability to multitask on several initiatives simultaneously to meet business needs
• Ensure concise and clear written and verbal communication
• Adhere to establish standards
• Deliver outstanding human centric customer service through all support and operational efforts
• Perform other duties as assigned

Skills

• Must have strong knowledge of service desk operations, standard processes, and technologies
• Experience with Microsoft Active Directory or Google Workspace basic administration
• In-depth knowledge of Windows Desktop OS and Chrome OS
• Must be a team player and be flexible for occasional shift changes or modifications
• Ability to quickly assess and troubleshoot customer issues
• Ability to work remotely in a fast paced, high stress environment
• Bachelor's degree or equivalent experience
• Highly organized, able to multi-task, with a high attention to detail and ability to prioritize
• Patient and active listener
• Ability to pass federal and state criminal background checks (FBI/BCI)
• Confident, high-energy, self-motivated and a true team player
• Accountability and personal organization are essential
• Experience in customer facing roles is required
• Effective communication skills using phone, video calls, chat, and ticket updates
• Strong customer focus with empathetic approach
• Good interpersonal skills handling customer escalations

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term disability insurance
• Short-term disability insurance
• 10 paid holidays annually
• Paid Time Off to cover sick, vacation, and personal absences.
• 4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels.

Company Overview