Senior Customer Support Engineer

Key Responsibilities:

• Provide timely and effective technical support to customers by troubleshooting and resolving product-related issues.
• Install, configure, and implement new programs and applications as required.
• Perform operating system upgrades, hardware upgrades, data backup, and data recovery activities.
• Analyze customer-reported problems, identify root causes, and implement appropriate solutions promptly.
• Maintain proactive, professional, and courteous communication with customers, keeping them informed throughout the resolution process.
• Develop and maintain in-depth product knowledge to deliver accurate support and stay updated on new features, updates, and changes.
• Manage escalations by coordinating with internal teams and ensuring complex issues are resolved satisfactorily.
• Collect and document customer feedback to support service improvement initiatives.
• Collaborate with cross-functional teams, including logistics, to ensure defective or unused parts are returned immediately after service calls.
• Verify environmental parameters, such as proper earthing, to ensure optimal and safe product functioning.