Support Engineer

Job Description

We are looking for Customer support engineers who are able to work in client-facing positions and manage technical concerns. A customer support engineer must address the questions, worries, and complaints of the clientele regarding the technological goods of the business.

What you’ll do

• Identify patterns and possibilities to enhance products and services by analyzing support requests

• Give customers step-by-step instructions for resolving technological issues

• Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips

• Diagnose technical issues and assist with their requests

• Train or educate the users and create training programs or materials

• Work with the team to evaluate complex customer problem, identify root causes and derive resolutions

• Analyze customer suggestions and recommend product revisions

• Develop knowledge bases and FAQs for product support activities.

• Document support activities, customer issues and resolutions for reference purposes

• Organize teams to identify, investigate and recommend appropriate corrective or preventive actions to improve product quality and/or reliability

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Create scripts and small utilities to debug and fix issues.

Requirements

Skills/Experience

• Attention to detail and good problem-solving skills.

• Excellent listening skills.

• Excellent written and verbal communication skills.

• Strong multitasking, organization, and priority-setting skills.

• Proficiency in tracking performance indicators and documenting processes.

• Excellent telephone manners and skills.

• Outstanding time management skills.

• Ability to communicate ideas and proposals clearly and to offer constructive criticism

• Ability to operate autonomously without being closely supervised

• Willingness to collaborate with a group or team to achieve a common aim.

• Willingness to interact with other departments to accomplish shared objectives

Eligibility Criteria

• Role : Customer Support Engineer

• Location : Chennai

• Qualification : B.Sc (CS), B.E , B.Tech or any computer science & IT related degree.

• 1-3 years of experience.

• Scripting and coding experience is a plus

• Should have experience analyzing data using excel and similar tools and presenting inferences.