Remote Support Engineer – Digital Front End (DFE) Software Solutions

Job Description:

We are seeking a skilled and motivated Remote Support Engineer for our Digital Front End (DFE) software solutions team. The ideal candidate will work independently, using standard protocols to address and resolve complex customer issues. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with customers.

This role is supporting clients in North America hence fluency in English is a must.

Responsibilities:

• Technical Support:

  • Independently handle and resolve complex technical issues related to both hardware and software.

  • Provide expert-level support through various channels, including incoming customer contacts and proactive notification systems.

  • Respond to service, product, technical, and customer-relations questions, covering features, specifications, repairs, and support for both current and discontinued products.

• Customer Interaction:

  • Address customer inquiries based on their entitlement, from warranty issues to mission-critical support.

  • Proactively assist customers in avoiding or mitigating potential problems, ensuring a high level of customer satisfaction.

• Case Management:

  • Accurately document all case details and resolutions in Service NOW.

  • Ensure cases are updated regularly with relevant information to maintain clear communication with customers and internal teams.

• Collaboration and Knowledge Sharing:

  • Share issues, resolutions, and innovative ideas with the team to foster a collaborative and knowledgeable work environment.

  • Participate in team meetings and contribute to continuous improvement initiatives.

Requirements:

• Proven experience in a technical support role, preferably in software solutions.

• Strong problem-solving skills and the ability to work independently.

• Excellent communication skills, both verbal and written.

• Proficiency with support tools and systems, particularly Service NOW.

• Ability to manage multiple tasks and prioritize effectively.

• Customer-focused mindset with a proactive approach to problem-solving.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Graphic Design or a related field.

• Prepress experience is a plus (Adobe Illustrator, Adobe InDesign, Acrobat)

• Experience with Windows OS and Mac OS platforms.

• Certifications in relevant technologies or support methodologies.

• Experience with remote support tools.

Benefits:

• Hybrid work environment.

• Comprehensive benefits package.

• Ongoing training and professional development opportunities.

If you are a dedicated support professional with a passion for helping customers and resolving complex technical issues, we would love to hear from you.