Technical Support Engineer

- Provide solutions to basic IT inquiries through email and chat - Take ownership of reported customer issues, ensuring thorough resolution - Research, diagnose, troubleshoot, and identify solutions for system-related problems - Adhere to established protocols for escalating unresolved issues to the appropriate internal teams - Investigate and resolve software and hardware challenges - Diagnose and troubleshoot technical concerns, including account setup and network configurations - Engage with customers through targeted questioning to swiftly uncover the issues root cause - Monitor and track system issues until resolution within designated timeframes - Guide clients through a series of steps via phone, email, or chat until their technical problem is resolved - Appropriately escalate unresolved matters to relevant internal teams, like software developers - Deliver prompt and accurate feedback to customers - Reference internal databases or external resources for precise technical solutions - Ensure all issues are thoroughly logged - Prioritize and manage multiple open issues simultaneously - Follow up with clients to verify restoration of full functionality in their IT systems after troubleshooting - Compile and submit accurate reports in a timely manner - Document technical expertise in notes and manuals - Foster positive professional relationships with clients - Uphold the standards set forth by Verisma Core Values and ensure ethical business practices are maintained throughout operations.