Technical Support Engineer Parallels Desktop

Would you love to be part of the tech revolution in Mauritius whilst working with leaders in the industry? 

Are you seeking a challenge in a global organization, an opportunity to gain international exposure in a World Leading Software Development Company? 

Join our Parallels Desktop team and be part of a mission to empower individuals and businesses to achieve their best. We’re committed to providing top-notch technical support, helping users maximize productivity and simplify workflows. With extensive experience addressing diverse customer needs, we ensure seamless performance and deliver proactive solutions for Mac users running Windows, Linux, and more. Make a difference by helping our customers unlock the full potential of Parallels Desktop!

The top creative and technical minds could work anywhere. So why are so many of them choosing Parallels? Here are three reasons:

1. This is the moment. It’s an exciting time at Parallels, with strong leadership, a refreshed brand, and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.

1. We want you  to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.

1. It’s your world. We know you have a life. We want to be part of it, but not all of it. At Parallels, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.

Sound good so far? Awesome. Let’s talk more about the Technical Account Manager role and see if we’re destined to be together.

As a Technical Support Engineer, you will: 

• Deliver comprehensive support for Parallels Desktop customers, addressing technical and usability challenges with expertise.
• Provide 24/7 multilingual support across various channels, including voice, chat, email, and social media.
• Document technical issues, troubleshooting steps, and resolutions clearly and effectively.
• Handle multiple customer inquiries simultaneously while maintaining exceptional service quality.
• Resolve issues promptly and ensure timely follow-ups, meeting agreed-upon deadlines.
• Stay informed about the latest Parallels Desktop updates, features, and best practices to better assist users.
• Develop and maintain knowledge base articles to empower end users with self-service resources.
• Gather and share user feedback with product teams to help enhance and refine the product.
   Join us and make a real impact by delivering outstanding support while contributing to the evolution of a world-class product!

What YOU bring to the table: 

• Minimum of 1 year in technical support or a related role.
• Degree or diploma in Software Engineering, IT, or a related field.
• Solid knowledge of Windows operating systems; familiarity with macOS or Linux is a bonus.
• Skilled in diagnosing and troubleshooting third-party software and hardware issues.
• Experience resolving network connectivity challenges and a good grasp of various networking configurations.
• Knowledge of virtual machines and virtualization concepts is a plus.

Soft Skills: 

• Explain technical solutions in simple, easy-to-understand language tailored to the customer's knowledge level. 
• Understand the customer's issue fully by paying close attention and asking clarifying questions. 
• Maintain a calm, respectful, and empathetic tone, even during stressful interactions. 
• Being patient when dealing with less tech-savvy customers or repetitive inquiries. 

Why You’ll Love Working with Us:

• Solve issues with a virtualization solution loved across the industry.
• Be part of a supportive team that champions growth, innovation, and teamwork.
• Grow your skills and elevate your career with exciting opportunities.
• Be part of a flexible, dynamic 24/7 shift structure, ideal for those who thrive in fast-paced environments.

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

US:

• Parallels is an award-winning productivity solution that helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud. 
• We have millions of users and decades of innovation under our belts. 
• We offer a fully remote, work-from-anywhere workspace – and we mean it. There is no pressure to work in an office whatsoever. 
• Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work. 
• Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in. 

What are you waiting for? Apply now! We can’t wait to meet you. 

(FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) 

About Parallels

Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.    

Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.  

As part of our evaluation process, we utilize an AI tool to assess candidates.

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