Customer Support Engineer

A Customer Support Engineer plays a crucial role in maintaining customer satisfaction and upholding the company's reputation. This position serves as the technical liaison between the company and its clients, ensuring that technical issues are resolved swiftly and accurately. As a Customer Support Engineer, you are expected to have an in-depth understanding of the company's products and services to effectively troubleshoot and resolve hardware and software problems. Your ability to communicate effectively with both technical and non-technical individuals is paramount to success in this role. Providing insights for process improvements, enhancing customer experience, and maintaining high technical standards are also important aspects of this position.

Responsibilities

• Provide timely and accurate technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues efficiently and effectively.
• Document all interactions and resolutions in the company's ticketing system.
• Collaborate closely with engineering teams to resolve escalated issues.
• Develop and maintain a detailed understanding of company products and services.
• Escalate complex issues to higher-level technical teams as required.
• Participate in training sessions to stay updated on product knowledge.
• Identify common problems and propose process or product improvements.
• Assist in creating technical documentation and FAQs for customer use.
• Ensure customer feedback is communicated to the product development team.
• Maintain a high level of professionalism and empathy in all interactions.
• Contribute to team meetings with insights from customer interactions.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in a customer support or technical support role.
• Strong problem-solving skills and an analytical mindset are essential.
• Excellent verbal and written communication skills for diverse audiences.
• Familiarity with customer support software and CRM systems is preferred.
• Ability to work collaboratively within a team environment is required.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Commitment to continuous learning and professional development in the field.