enGen is hiring a Technical Support Specialist III to deliver expert technical support via our ticket-based case tracking system. In this role, you will field customer requests by phone, email, and chat, serving as a key resource for resolving complex software issues.

What You'll Do

Provide second-level technical support for customer software applications, including proprietary software, email, and websites
Sign into email, phone, and chat queues to respond to customer requests in a timely and accurate manner
Initiate, update, track, and close tickets through the work order system
Complete and maintain all required paperwork, records, documents, and tech support logs
Recognize, document, and alert leadership to trends in customer calls and issues
Escalate complex issues to appropriate staff
Recommend process improvements
Perform additional responsibilities as assigned

What We're Looking For

Associates Degree in Computer Science or a related field
Minimum of 3 years of computer and software service experience in a fast-paced business environment
Minimum of 2-3 years supporting customer applications via phone in a technical help desk environment
Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and concepts like layout design, cross-browser compatibility, and accessibility
Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox
Basic understanding of Windows folder and registry structure
Basic understanding of DNS records and domain names
Intermediate skill in the Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)