Support Engineer – Digital Front End, Software Solutions

Job Description

Independently manage and resolve intricate technical challenges pertaining to both hardware and software. Offer expert support using various channels, including incoming customer contacts and proactive notification systems. Respond to inquiries about service, product, technical aspects, and customer relations, encompassing features, specifications, repairs, and support for both current and discontinued products. Address customer inquiries based on their entitlement, ranging from warranty issues to mission-critical support. Proactively assist customers in preventing or minimizing potential problems, ensuring high customer satisfaction. Document all case details and resolutions accurately in Service NOW. Ensure cases are consistently updated with relevant information to maintain clear communication with customers and internal teams. 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.

Qualifications

1. Proven experience in a technical support role, preferably in software solutions. 2. Strong problem-solving skills and the ability to work independently. 3. Excellent communication skills, both verbal and written. 4. Proficiency with support tools and systems, particularly Service NOW. 5. Ability to manage multiple tasks and prioritize effectively. 6. Customer-focused mindset with a proactive approach to problem-solving. 7. Bachelor's degree in Computer Science, Information Technology, Graphic Design or a related field preferred. 8. Prepress experience is a plus (Adobe Illustrator, Adobe InDesign, Acrobat) 9. Experience with Windows OS and Mac OS platforms. 10. Certifications in relevant technologies or support methodologies. 11. Experience with remote support tools.

Benefits

- Hybrid work environment. - Comprehensive benefits package. - Ongoing training and professional development opportunities.