Customer Support Engineer

The Customer Support Engineer is responsible for providing technical support to customers. They will diagnose and resolve technical issues, answer inquiries, and assist with product installation and maintenance. Additionally, they will document and track customer interactions and provide feedback to the development team for product improvements.

Responsibilities

• Provide technical support to customers via phone, email, or chat.
• Diagnose and resolve software and hardware issues.
• Answer inquiries and address customer concerns.
• Guide customers through product installation and troubleshooting processes.
• Escalate complex issues to the appropriate internal teams.
• Document customer interactions and troubleshooting steps.
• Collaborate with the development team to resolve recurring issues and suggest product improvements.
• Provide timely and accurate feedback to customers.
• Stay updated on product features and enhancements.
• Assist with the development and maintenance of knowledge articles and support documentation.

• Bachelor's degree in computer science, information technology, or related field.
• Proven experience in technical support or customer service.
• Strong knowledge of software and hardware troubleshooting.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced and customer-focused environment.