Customer Support Engineer 13N25

A Customer Support Engineer is responsible for delivering exemplary customer service to ensure the satisfaction and retention of customers. This role requires a mix of technical expertise, problem-solving skills, and excellent communication abilities to effectively address customer inquiries and issues related to technical products and services. The ideal candidate will possess a strong understanding of the company’s offerings and have the capability to troubleshoot technical problems while maintaining a calm and professional demeanor. Working closely with other departments, the Customer Support Engineer aims to enhance the customer experience and contribute to the continuous improvement of services. This is a pivotal role within the customer success team, where the engineer not only resolves issues but also identifies opportunities for product improvement and customer growth.

Responsibilities

• Respond promptly and efficiently to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues reported by customers and clients.
• Utilize ticketing systems to document and track customer interactions and issue resolutions.
• Collaborate with the technical team to escalate and expedite complex issues when required.
• Provide customers with timely updates on the status of their support requests.
• Develop and maintain technical documentation to assist customers in troubleshooting common issues.
• Conduct follow-up with customers to ensure complete resolution to their satisfaction.
• Identify recurring technical issues and collaborate with the product team for long-term solutions.
• Offer recommendations for ongoing improvements to technical support processes and procedures.
• Assist in training and onboarding new support staff as needed.
• Participate in regular team meetings to discuss product updates and support strategies.
• Maintain up-to-date knowledge about company products, features, and updates.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• At least two years of experience in a customer support or technical support role.
• Proficiency in using and troubleshooting technology, software, or hardware systems.
• Excellent verbal and written communication skills for clear customer interaction.
• Strong problem-solving aptitude with a focus on maintaining customer satisfaction.
• Ability to work collaboratively in a team environment and under pressure.
• Familiarity with CRM and ticketing software is highly desirable.
• Willingness to work flexible hours, including weekends and late shifts if necessary.