Customer Support Engineer

You will serve as the primary point of contact between customers and the Product Development team. The role involves understanding customer requirements, coordinating with internal teams, and delivering effective solutions to enhance customer satisfaction. You will also contribute to promoting the company’s products and services while ensuring a high-quality customer experience.

Key Responsibilities

• Act as the main liaison between customers, the support team, and the product development team.
• Respond to customer queries and service requests in a timely, professional, and customer-focused manner.
• Develop and maintain strong customer relationships through effective networking and communication.
• Gain an in-depth understanding of the company’s products and services to resolve customer issues efficiently.
• Assess customer needs and potential, and recommend suitable subscription plans or services.
• Maintain accurate and up-to-date customer records on a daily basis.
• Analyze customer requirements and provide the most appropriate solutions.
• Review, suggest, and implement process improvements to enhance service quality and efficiency.
• Provide user training, onboarding, and initial hand-holding support.
• Handle customer queries and complaints professionally, ensuring a positive customer experience.
• Follow up with customers regarding subscription renewals and ongoing support.
• Conduct product demonstrations and presentations for customers and prospects.
• Actively troubleshoot, identify, assess, document, resolve, and/or escalate incidents and service requests within defined timelines and processes.
• Deliver first-line support through the Service Desk by handling incidents and service requests via phone, email, intranet, or other channels.
• Update incidents and tickets with detailed and relevant information in a timely manner.
• Provide regular updates to customers regarding specific incidents and manage tickets through to resolution.
• Escalate incidents as required, in line with the company’s escalation procedures.
• Ensure all Customer Service Level Agreements (SLAs) are met or exceeded.
• Document all customer interactions accurately on the customer’s account in the prescribed format.
• Ensure strict adherence to customer confidentiality and data protection standards at all times.

Qualifications & Experience

• BE / BTech in IT, CSE, ETC, or BCA.
• 1–3 years of experience in a customer-facing role within the technology sector.
• Strong understanding of web technologies, SaaS platforms, and data protection principles.
• Excellent customer service and communication skills.