Customer Support Engineer (225-722)

The Customer Support Engineer plays a pivotal role in ensuring customer satisfaction by providing top-notch technical support and resolving client issues in a timely and professional manner. This role acts as the bridge between the company’s technical framework and the customers' experiences, ensuring that all concerns are addressed with accuracy and empathy. With a profound understanding of the product/service and exceptional communication skills, the Customer Support Engineer identifies customer needs, educates users, aids in troubleshooting technical issues, and collaborates with other departments to enhance the product and service offerings. This position demands a robust technical background, problem-solving capabilities, and a passion for customer service excellence.

Responsibilities

• Provide real-time technical assistance and support for incoming queries to clients.
• Diagnose and troubleshoot customer technical issues using appropriate methodologies.
• Act as a liaison between customers and development teams to resolve issues efficiently.
• Document troubleshooting and problem resolution steps taken during support activities.
• Prepare activity reports for customer service activities and escalated issues.
• Escalate advanced technical issues to higher-level support or development teams.
• Coordinate with product management to communicate customer feedback and suggestions.
• Conduct regular follow-up with customers to ensure complete issue resolution.
• Participate in team meetings to discuss ongoing issues and improvements.
• Develop and update support documentation including FAQs and troubleshooting guides.
• Provide training to junior support staff on new products and features.
• Ensure customer satisfaction by providing clear, consistent, and timely communication.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in a customer support or technical support role.
• Strong understanding of computer systems, networks, and software applications.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to handle multiple tasks and prioritize issues in a fast-paced environment.
• Strong problem-solving skills and ability to think critically under pressure.
• Familiarity with help desk software and remote support tools is preferred.