Splashtop Inc Hiring for Technical Support Engineer I Job at Cupertino, CA Full Time

Splashtop Inc., the leading provider of remote access, remote support, and device collaboration solutions, is hiring several Technical Support Engineers (2-5 years’ experience) to support its business expansions. This position is available immediately and requires the candidate to work at Splashtop headquarters in Cupertino, CA.

Job responsibilities include:

· Provide technical support and consultation services to end-users, via ticketing system, phones, and/or chat.

· Assist customers with issue identification, reproduction, and resolution

· Identify and escalate priority issues per customer specifications

· Redirect problems to appropriate engineering groups; close issue with customers

· Perform customer training and demos

· Accurately process and record call transactions using a computer and designated tracking software

· Liaise between sales/customer success/product teams and customers to properly address customer problems and feedback

· Stay current with Splashtop product information, changes, and updates

· Holiday, weekends, and off-hour coverage may be required.

Required skills:

· Technical background to learn/understand/explain product benefits

· Problem solver attitude

· The ability to articulate concepts and walk through troubleshooting steps to end-users

· Acumen to work with customers over the phone, chat, remote sessions, or via email

· Microsoft Outlook knowledge to handle setting follow-up appointments and customer email interactions

· Excellent verbal and written communication and troubleshooting skills

· Friendly and helpful attitude

Preferred skills:

· COMPTIA+ certification

· A+ certification

· Zendesk, Salesforce, CRM experience

· Software programming experience or background

· Network troubleshooting knowledge

· Desktop/IT support

Seniority Level – Entry Level

Job Type: Full-time

Pay: $70,000.00 – $91,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Cupertino, CA 95014