Associate Support Engineer

Responsibilities

• Handle client requests through tickets and calls, resolving operational and technical issues while delivering a high-quality customer experience.
• Support day-to-day client needs including password resets, user access requests, standard configuration updates, basic reporting changes, and common troubleshooting requests.
• Use established documentation, tools, and troubleshooting steps to resolve routine application, configuration, and web-based issues.
• Gather complete diagnostic information for issues outside your scope and route them to the appropriate team to support efficient resolution.
• Follow up with clients and internal stakeholders on open requests, maintaining accurate ticket notes, documentation, and status updates.
• Perform quality control testing on support changes and client deliverables to confirm outputs are accurate and aligned to requirements.
• Partner with cross-functional teams to clarify business needs, support deliverables, and maintain alignment with product, process, and quality standards.
• Identify recurring issues and recommend improvements to documentation, templates, tools, and work processes while building knowledge of SMG products, tools, and technologies.
• Within 30 days, build working knowledge of SMG products, support tools, documentation, and standard processes, and begin resolving routine client requests with appropriate guidance.
• Within 60 days, independently manage a consistent volume of common support requests, document work accurately, and escalate more complex issues with complete diagnostic information.

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