[Remote] Technical Support Engineer I

Note: The job is a remote job and is open to candidates in USA. LinkLive is a company focused on providing exceptional technical support to its customers. The Technical Support Engineer I will serve as the primary point of contact for customer technical support, troubleshooting and resolving technical challenges while ensuring a positive customer experience. Responsibilities Analyze user needs and assist with configuration support Answer customer inquiries and concerns via chat, call, and email Assess and prioritize cases based on urgency Work with the Service Delivery, Implementations, and Product Development teams to assess and resolve complex end-customer needs Collaborate with other developers to design and optimize code Create flowcharts and reference materials for new and existing programs or processes Document all customer communications using external CRM and internal tools Handle on-call support once every 4 to 6 weeks (includes additional compensation) Skills 1+ year of experience in software support, technical customer support, computer engineering, telecommunications, or other related fields A customer-centric approach with a commitment to delivering exceptional service Patience and empathy in handling customer inquiries and issues Ability to manage customer expectations and ensure satisfaction Ability to effectively communicate complex information in layman's terms to customers Attention to detail and strong analytical and critical-thinking skills Highly-organized, with the ability to document all customer interactions into a CRM Familiarity with relational databases such as MySQL, Oracle, and SQL Server Excellent written and oral communication skills CompTIA IT Fundamentals or similar IT certifications and/or an Associate's Degree in IT or Computer Science is a plus Knowledge of contact center and telephony services is a plus Benefits Exceptional Health Benefits: Choose from three medical plan options, along with vision and dental plans, with industry-leading Employer coverage on monthly individual premiums. Life Insurance and Long-Term Disability Plans: Coverage under these policies is paid 100% by us! 401k Plan: Plan for your future by participating in our 401k plan, offered through Fidelity. Unlimited Vacation, Personal Days, Winter-Shutdown: We passionately believe in work-life balance. Enjoy unlimited vacation (with a minimum of 15 days off taken per year required), plus a company-wide winter shutdown, 12 paid holidays, and 9 personal days for you to use every year. Stock Options: Be more than an employee; be a partner! Our equity plan ensures our team members are truly invested in our success. Cell/Internet Subsidy: Receive a $100/month subsidy for coverage of Internet and Cell costs. Company Incentive Plan Participation: Bonus opportunities based on overall company performance - our employees are bought in! The annual incentive compensation target for this role ranges from $1,500 to $2,040. Health Savings Account (HSA) Contributions: If you open an eligible medical plan, we'll contribute up to $100/month in contributions to your HSA, along with the option to make your own tax-advantaged HSA contributions. Pet Insurance: Access to discounted group Pet Insurance, offered through Pets Best. Additional Rewards, Perks, and Discounts through Cigna: Discounted Gym Memberships offered through Cigna's Active & Fit Program; discounts on everyday health products and programs; access to emotional well-being resources like Happify, iPrevail, and Talkspace; and more! Company Overview Linklive offers solutions for healthcare and banking sector. It was founded in 2003, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 51-200 employees. Its website is