Technical Support Engineer

Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions. As a Technical Support Engineer, you will support customers by providing remote guidance to resolve technical problems and manage service requests while ensuring compliance with policies and procedures.

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

Requirements:

• 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