Customer Support Engineer
Customer Support Engineer
Posted on :
25-12-2024
Employer Active
1 Vacancy
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Job Description
A Leading IT Services company is looking for Customer Support Engineer who is responsible for providing technical assistance and support to customers ensuring the effective use of products and services.
This role involves troubleshooting issues providing timely solutions and offering guidance to customers to enhance their experience.
The Customer Support Engineer works closely with the technical and development teams to address complex issues and ensure customer satisfaction.
Key Responsibilities:
Customer Support:
- Provide technical assistance to customers via phone email chat or remote support platforms.
- Troubleshoot hardware and software issues guiding customers through stepbystep resolutions.
- Address inquiries related to product usage installation configuration and troubleshooting.
- Provide technical assistance to customers via phone email chat or remote support platforms.
Issue Diagnosis and Resolution:
- Identify diagnose and resolve technical problems related to the company s products and services.
- Escalate complex or unresolved issues to higherlevel support teams or engineering as necessary.
- Document and track all customer interactions and solutions in the support database.
- Identify diagnose and resolve technical problems related to the company s products and services.
Product Knowledge & Training:
- Maintain indepth knowledge of company products services and technologies.
- Provide product training and usage guidance to customers to help them fully utilize features and functionalities.
- Stay uptodate with product updates new releases and industry trends.
- Maintain indepth knowledge of company products services and technologies.
Customer Relationship Management:
- Build and maintain strong relationships with customers by delivering highquality support and assistance.
- Follow up with customers after resolving issues to ensure satisfaction and proper product functionality.
- Monitor customer issues and provide proactive solutions to prevent recurring problems.
- Build and maintain strong relationships with customers by delivering highquality support and assistance.
Documentation & Reporting:
- Maintain and update technical documentation including user manuals troubleshooting guides and knowledge base articles.
- Prepare regular reports on common issues customer feedback and resolutions.
- Analyze customer feedback and provide recommendations to improve products and services.
- Maintain and update technical documentation including user manuals troubleshooting guides and knowledge base articles.
Collaboration with Crossfunctional Teams:
- Collaborate with development product and sales teams to resolve customer issues and provide feedback on product performance.
- Assist in the identification of potential product improvements or new features based on customer input.
- Collaborate with development product and sales teams to resolve customer issues and provide feedback on product performance.
System Monitoring & Maintenance:
- Monitor system performance and proactively address any issues that could impact customer satisfaction.
- Assist in software installations system updates and configurations as needed.
- Monitor system performance and proactively address any issues that could impact customer satisfaction.
Customer Escalation & Support Cases:
- Manage and prioritize customer support cases ensuring timely resolution and clear communication.
- Handle escalated support cases professionally and effectively ensuring customer concerns are addressed promptly.
- Manage and prioritize customer support cases ensuring timely resolution and clear communication.
Quality Assurance:
- Ensure the consistency and quality of support provided to customers meeting predefined service level agreements (SLAs).
- Contribute to continuous improvement efforts by providing feedback on support processes and customer interactions.
- Ensure the consistency and quality of support provided to customers meeting predefined service level agreements (SLAs).
Requirements
Qualifications:
- Education: Bachelor s degree in Computer Science Engineering Information Technology or a related field (or equivalent experience).
- Experience: Minimum 13 years of experience in a technical support or customer service role preferably in a technology or engineeringbased environment.
- Skills:
- Strong troubleshooting skills for diagnosing and resolving technical issues.
- Proficiency in relevant technologies software and systems used by the company.
- Excellent verbal and written communication skills for clear and effective customer interaction.
- Customeroriented mindset with the ability to handle stressful situations professionally.
- Ability to work independently and as part of a team to solve problems and meet customer needs.
- Strong troubleshooting skills for diagnosing and resolving technical issues.
Customer queries Technical support ticketing system resolving issues customer support
Employment Type
Full Time
Key Skills
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