A Technical Support Engineer helps to create and maintain Noodles customer-centric culture by listening to customer questions and complaints, directing customers to usable solutions, teaching customers how to increase their confidence and self-sufficiency, and advocating for customer-focused technical improvements.
Role and responsibilities
Serve as the first point of contact for customers seeking technical assistance over any support channel, including telephone or email.
Perform basic troubleshooting through diagnostic techniques and pertinent questions.
For each issue, determine severity and type based on details provided by the customer.
Walk the customer through the problem-solving process.
Advise customers on how to choose among possible solutions.
Direct unresolved issues to the appropriate level of support personnel.
Record events and problems and their resolutions in logs.
Update customers with status and resolution information.
Collect feedback or suggestions from customers and share them with the appropriate internal teams.
Maintain awareness of team practices and standard operating procedures, comply with procedures as relevant to each customer issue, and continuously improve procedures to increase their usefulness.
Identify and suggest possible procedural or technical improvements.
Be proactive and challenge existing workflows and processes to better support customers and improve efficiency in how the support team operates
Development and delivery of insights & analyses about the customer experience at both regular cadences and on an ad hoc basis
Maintain and develop internal customer facing dashboards with support from Application teams as our products and solutions evolve
Qualifications, skills, and expertise
Excellent communication skills, including proficiency in spoken and written English.
Customer-oriented and cool-tempered.
Ability to diagnose and resolve basic technical issues.
Proven experience as a helpdesk technician or in another customer-facing technical support role.
Current technical skills, including working knowledge of AWS, cloud-based applications, databases, and monitoring tools.
Confidence to advocate for customers and collaborate with subject-matter experts to resolve complex technical issues.
Ability to create or revise written procedures based on lessons learned during customer interactions.
Proven reliability and flexibility to work in a team covering a 24/7 shift rotation.
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