Customer Support Engineer (225-826)

A Customer Support Engineer plays a crucial role in maintaining customer satisfaction by providing technical support and troubleshooting solutions for various products and services. This position demands a blend of engineering acumen and customer service skills to address and resolve client issues effectively. As a bridge between the customer and the development team, you will ensure that reported problems are investigated thoroughly, and resolutions are delivered promptly. You will be responsible for managing incoming inquiries, troubleshooting technical issues, and implementing solutions to guarantee that the customer experience is seamless and satisfactory. Moreover, you'll collaborate with engineers, product managers, and sales teams to gain deeper insights into one's products and effectively resolve customer queries. Your main goal is to leave the clients satisfied and informed, thereby cultivating long-term relationships and fostering brand loyalty.

Responsibilities

• Respond to customer inquiries via email, phone, and chat promptly and professionally.
• Diagnose and troubleshoot software and hardware issues to resolution or escalate appropriately.
• Document reported issues and the steps taken to resolve them clearly and accurately.
• Collaborate with the development and product teams to improve product features and user experience.
• Provide product training and support to clients to enhance user satisfaction.
• Analyze customer feedback and provide insights for continuous product improvement.
• Track, prioritize, and manage assigned tickets through to resolution, ensuring SLAs are met.
• Assist in creating and updating support documentation such as user guides and FAQs.
• Conduct periodic review meetings with development teams to discuss recurring issues and improvements.
• Work with sales and marketing teams to understand and address customer needs proactively.
• Participate in testing new product features and updates, providing feedback from a support perspective.
• Continuously enhance personal technical knowledge to provide top-tier support services.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in a technical support or customer service role.
• In-depth knowledge of computer systems, software, and networking principles.
• Exceptional problem-solving skills and the ability to think analytically.
• Strong communication skills, with the ability to explain complex technical issues simply.
• Ability to manage multiple tasks efficiently and work in a fast-paced environment.
• Experience with customer support software tools and CRM systems is preferred.
• Flexibility to work varied shifts, including evenings, weekends, and holidays if required.