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
Splashtop is a proud equal opportunity employer, dedicated to creating an inclusive workplace that celebrates diversity. We value the unique skills and experiences brought by individuals from all backgrounds and identities, including but not limited to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, socioeconomic background, or individuals reentering the workforce. We especially encourage applications from underrepresented groups such as women, racial and ethnic minorities, LGBTQ+ individuals, people with disabilities, and veterans. At Splashtop, we believe diversity drives innovation, and we are committed to fostering an environment where everyone feels welcomed, respected, and valued.
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
Compensation package:
Experience level:
- 2 years
- 3 years
- 4 years
- 5 years
Schedule:
Work Location: Hybrid remote in Cupertino, CA 95014