Customer Support Engineer (225-806)

A Customer Support Engineer plays a crucial role in the smooth operation of any business offering technical services or products. They are the frontline professionals who ensure that customers have a seamless experience by troubleshooting and solving any issues that may arise during the usage of a product or service. Companies depend on these engineers to maintain customer satisfaction and loyalty by providing professional, courteous, and timely support. They employ their technical expertise to handle inquiries, provide solutions, and collaborate with internal teams to enhance and refine product offerings based on user feedback. Individuals in this role require a blend of technical skills, problem-solving abilities, and excellent communication skills to successfully meet and exceed customer expectations.

Responsibilities

• Provide first-level support to customers via phone, email, or chat.
• Diagnose and resolve technical issues in a timely manner.
• Document and track customer issues, resolutions, and status updates.
• Collaborate with engineering teams for advanced problem-solving.
• Maintain a strong understanding of the company's products and services.
• Educate customers on product features and best practices for use.
• Ensure a high level of customer satisfaction through effective communication.
• Analyze customer feedback to improve product functionality and services.
• Participate in the creation of technical support knowledge base articles.
• Provide input on product development and usability improvements.
• Assist in training junior support staff when necessary.
• Monitor and report on support metrics to identify areas for improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in a customer support or technical service role.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal and written communication skills are essential.
• Familiarity with support ticketing systems, like Zendesk or Freshdesk.
• Ability to understand and explain technical concepts to non-technical users.
• A customer-oriented mindset with a passion for helping others.