Sr. Ctomer Support Engineer

Key Responsibilities:

• Provide timely and effective technical support for products and systems.
• Troubleshoot and resolve technical issues related to software and hardware.
• Install and implement new programs and applications.
• Perform OS upgrades, hardware upgrades, data backup, and data recovery processes.
• Analyze customer issues, identify root causes, and implement permanent solutions.
• Maintain proactive and professional customer communication at all stages of issue resolution.
• Develop strong product knowledge to deliver accurate and relevant support and stay updated with product changes and enhancements.
• Manage escalations by coordinating with internal teams and ensure proper follow-up until closure.
• Collect customer feedback to improve service quality and support processes.
• Collaborate with cross-functional teams, including logistics, to ensure defective or unused parts are returned immediately after service completion.
• Check environmental parameters, such as proper earthing, to ensure correct product functioning.

Qualifications:

• Diploma or Degree in IT, Computer Science, Electronics, or a related field