About the Role
Job Overview
We are looking for a dedicated and customer-focused Support Engineer to join our team. As a Support Engineer, you will be responsible for providing technical support to our customers, addressing their inquiries, troubleshooting issues, and ensuring a seamless experience with our products or services. Your expertise will play a crucial role in maintaining customer satisfaction and fostering long-term relationships with our clients.
Responsibilities and Duties
▪ Respond to customer inquiries and technical issues promptly and professionally.
▪ Diagnose and troubleshoot software and hardware problems reported by customers.
▪ Guide customers through step-by-step solutions and provide clear instructions.
▪ Escalate complex technical issues to the appropriate internal teams for resolution.
▪ Collaborate with cross-functional teams to address customer needs and concerns effectively.
▪ Document support tickets, resolutions, and customer interactions accurately.
▪ Provide regular updates and follow-ups to customers on the status of their inquiries.
▪ Identify patterns in customer issues and proactively work towards improving product usability.
▪ Assist in creating and updating knowledge base articles and support documentation.
▪ Stay updated with the latest product features, updates, and technical knowledge.
Requirement
▪ Bachelor's degree in Computer Science, Information Technology, or a related field.
▪ Proven experience as a Support Engineer or in a similar technical support role.
▪ Strong knowledge of software and hardware troubleshooting principles.
▪ Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
▪ Patience and empathy to handle customer inquiries and issues professionally.
▪ Proven ability to work independently and as part of a team.
▪ Detail-oriented with excellent problem-solving and analytical skills.
▪ Familiarity with ticketing systems and customer support tools is advantageous.
▪ Knowledge of networking concepts and technologies is a plus.
▪ Willingness to work flexible hours and occasional weekends to support customers in different time zones.