FleetUp is looking for a Technical Support Engineer to provide direct support for our growing

projects in the MEA region. The Technical Support Engineer works to ensure that the overall

experience with FleetUp’s products and services is world-class by providing detailed

training, remote and on-site support and managing operational issues. The TSE is also

responsible for understanding the quality of the user experience for our products and

services. In this role, you will have a direct impact on the continued growth and success of

our brand internationally.

This is a multi-faceted, fast-paced job in a start-up environment so flexibility and a strong

work ethic are a must. Ultimately, you will be a person our customer’s trust. They will rely on

you to provide timely and accurate solutions to their technical problems.

The Technical Support Engineer will directly report to the Technical Support Manager – MEA

Region. As the Technical Support Engineer, you will:

●      Take ownership of reported customer issues and see problems through to resolution within agreed time limits

●      Research, diagnose, troubleshoot, and identify solutions to resolve system and product issues

●      Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

●      Use email and chat applications to give customers quick answers to simple issues and for more complex problems that require nuanced instruction, you will contact customers via phone and/or provide clear, written instructions and technical manuals

●      Ask customers targeted questions to quickly understand the root of the problem

●      Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue

●      Provide prompt and accurate feedback to customers

●      Refer to internal database or external resources to provide accurate tech solutions

●      Ensure all issues are properly logged

●      Prioritize and manage several open issues at one time

●      Follow up with clients to ensure their issues are fully resolved after troubleshooting

●      Prepare accurate and timely reports

●      Document technical knowledge in the form of notes and manuals

●      Maintain positive, professional relationships with customers

Job Details

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