Customer Support Engineer

Technical Support

• Provide timely and effective technical support for the product.
• Troubleshoot and resolve technical issues related to hardware, software, and network configurations.
• Install and implement new programs, upgrade OS and hardware, perform data backups, and conduct recovery processes.

Problem Solving

• Analyze customer problems, diagnose root causes, and implement solutions promptly.
• Apply logical and technical approaches to minimize recurring issues.

Customer Communication

• Keep customers proactively informed about issue status.
• Maintain a professional, courteous, and solution-oriented demeanor.

Product Knowledge

• Develop a deep understanding of the product or service offerings to provide accurate and relevant support.
• Stay updated on product changes, updates, and new features.

Escalation Management

• Escalate complex technical issues to the appropriate teams within the organization.
• Follow up with customers to ensure satisfactory resolution of escalated issues.

Feedback Collection

• Gather and record customer feedback regarding the service provided.
• Provide insights to improve product support and service quality.

Collaboration

• Work closely with cross-functional teams including logistics.
• Ensure defective or unused goods/parts are returned immediately after service calls.
• Check environmental parameters such as grounding/earthing to ensure proper functioning of the product.