Technical Support Engineer - (ZR_19621_JOB)

Company: BruntWork
Location: Chicago
Posted on: February 2, 2025

Job Description:

BruntWork - Full time: 35 paid hours per week or more

• Work Timezone - Must be a City eg London Chicago
• Work Schedule Fixed Schedule
• Job Type Full time: 35 paid hours per week or more
• Date Opened 01/31/2025
• Remote Job
• Industry OtherJob DescriptionThis is a remote position.40 hours a weekMon-Fri 8am-5pm Chicago IL Time (includes 1 hr unpaid break)Position Overview:
  We are seeking aTechnical Support Engineer to join our rapidly growing team. This role will report to theVP of Engineering and collaborate cross-functionally with theProduct, Implementation, and Engineering teams. The Technical Support Engineer is responsible forclient engagement, application troubleshooting, and ongoing customer relationship management. This is an opportunity to contribute to ourcustomer success strategy by providing world-class support.
  
  Key Responsibilities:
  Customer Support & Troubleshooting:
  
  • Respond to inbound customer inquiries via chat, email, and phone.
    
  • Act as a subject matter expert on the platform and maintain up-to-date product knowledge.
    
  • Diagnose feature issues and integrations, resolving configuration problems, identifying bugs, and escalating issues as needed.
    
  • Document customer interactions and maintain detailed support records.
    
    Client Relationship Management:
    
    • Provide professional and timely resolutions to customer concerns.
      
    • Build ongoing trust and confidence with customers by proactively advising and assisting them.
      
    • Communicate customer sentiment and feature feedback to internal teams.
      
    • Expand and refine the customer self-help library of articles.
      
      Technical & Product Support:
      
      • Conduct ongoing product testing to identify and troubleshoot potential issues.
        
      • Track and manage a comprehensive list of customer-reported challenges.
        
      • Work closely with the Product, Engineering, and Implementation teams to ensure clients receive high-quality support.
        
      • Follow established communication best practices and support guidelines.
        
        Reporting & Process Improvement:
        
        • Maintain and produce customer-facing reporting documents.
          
        • Identify patterns in customer inquiries and escalate recurring issues to improve the software platform.
          
          Required Qualifications:
          
          • 3+ years of experience in software product technical support.
            
          • Strong customer service skills and ability to communicate technical concepts effectively.
            
          • Proficiency in SQL and/or Postman for troubleshooting and testing.
            
          • Excellent multitasking, prioritization, and time management skills.
            
          • Strong organizational skills and attention to detail.
            
          • Ability to quickly learn and adapt to new software and technologies.
            Desired Qualifications:
            
            • Experience in PropTech or real estate technology.
              
            • Previous experience working in a startup environment.
              
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Keywords: BruntWork, Carol Stream , Technical Support Engineer - (ZR_19621_JOB), IT / Software / Systems , Chicago, Illinois