Technical Support Engineer

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hsr8r

Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools.
This is an in-office position in Parma, Ohio.
As a Technical Support Engineer, you will support the following areas:
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

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hsr8r