Junior Customer Support Engineer

Technical Support:

• Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product .
• Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process

Problem Solving:

• Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly.

Customer Communication:

• keep customer proactively informed , maintain a professional and courteous 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 for further investigation and resolution.
• Follow up with customers to ensure that escalated issues are resolved satisfactorily.

Feedback Collection:

• Gather feedback from customers regarding their experiences with the service provided.

Collaboration:

• Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call.
• Should be able to check environmental parameters such as earthling for the proper functioning of product. .