Remote L1 Technical Support Engineer

Summary

Join RetailNext as a dedicated Level 1 Technical Support Engineer to investigate and resolve escalated technical cases while ensuring compliance with our Service Level Agreements (SLAs). In this role, you will be responsible for handling assigned tickets from the Support Manager and Helpdesk Support Engineers. You will review case history, diagnose problems, and determine next steps for resolution. You will also collaborate effectively with onsite technicians for accurate issue diagnosis and troubleshooting.

Requirements

• Toughbleshoot network, software, and operating system issues in a distributed environment
• Possess experience in customer-facing Technical Support roles and knowledge of RetailNext products
• Drive cases to resolution while maintaining excellent customer communication
• Maintain accurate and regular case notes
• Escalate relevant cases appropriately
• Ensure all possible solutions are attempted before requesting onsite visits
• Relay customer feedback and suggestions to the appropriate internal teams
• Follow company policies and best practices, including accurate time tracking
• Assist other Support Team members as needed

Responsibilities

• Handle assigned tickets from the Support Manager and Helpdesk Support Engineers
• Review Helpdesk Support Team actions to understand case history
• Diagnose problems and determine next steps for resolution
• Identify and discuss the root causes of user technical issues
• Adhere to team processes and procedures
• Collaborate effectively with onsite technicians for accurate issue diagnosis and troubleshooting
• Gain a thorough understanding of RetailNext products to resolve customer issues efficiently
• Respond to assigned tickets/tasks following SLA guidelines
• Update technical support documentation as required

Benefits

• Remote Work First Environment
• Medical Insurance
• Recharge Days: Monthly, we shut the company down for one day to allow for employees to focus on their personal wellbeing
• Best-Self Benefit: We offer an annual stipend for employees to spend money as they would like for anything that falls under personal or professional development
• Holiday Exchange Program: We allow employees to exchange any company holiday for one they would prefer to celebrate