Customer Support Engineer – Ahmedabad Based

Key Responsibilities:

Customer Assistance: Provide timely and effective technical support to customers via phone, email, and chat, addressing inquiries, troubleshooting issues, and resolving problems related to automation products and services.

Product Knowledge: Develop and maintain a deep understanding of the company's automation products, features, and functionalities. Stay updated on new releases and updates to provide accurate information to customers.

Problem Resolution: Diagnose technical issues, guide customers through step-by-step solutions, and escalate problems to higher-level support when necessary. Work closely with the development and engineering teams to resolve complex technical issues.

Documentation: Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist customers in finding solutions to common problems independently.

Training and Guidance: Conduct training sessions and webinars for customers to educate them about the effective use of automation products. Provide guidance on best practices to optimize their automation processes.

Feedback Collection: Gather customer feedback and insights regarding product usability, features, and overall satisfaction. Communicate customer needs and trends to the product development team to enhance product offerings.

Collaboration: Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure consistent messaging and a cohesive customer experience.

Quality Assurance: Monitor customer interactions to ensure quality standards are met. Provide coaching and feedback to improve the customer support team's performance.

Continuous Learning: Stay updated with the latest automation technologies, industry trends, and customer support best practices. Continuously enhance technical knowledge and customer service skills.

Qualifications:

• B.E/Diploma mechanical, Electrical, Electronics & Communication, Mechatronics, or related field preferred.
• Proven experience in technical customer support, specifically in the field of automation.
• Strong knowledge of automation technologies, including robotic process automation (RPA), workflow automation
• Excellent problem-solving skills and ability to think analytically.
• Exceptional communication skills, both written and verbal.
• Ability to empathize with customers and provide personalized, patient, and professional support.
• Familiarity with help desk software, CRM systems, and remote support tools.
• Ability to work collaboratively in a team-oriented environment.
• Strong multitasking abilities and attention to detail.
• Relevant certifications in automation technologies are a plus

Job Type: Full-time

Pay: From ₹25,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Changodar, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Customer support: 2 years (Preferred)

Work Location: In person