Product Support Engineer

As a Customer Support Specialist, your primary responsibility will be to respond promptly to customer inquiries through various channels such as phone, email, chat, or ticketing systems. You will troubleshoot and resolve functional and technical software issues by identifying root causes and providing effective solutions. Additionally, you will guide users with clear, step-by-step instructions to resolve issues and enhance product usage. - Assist customers with installation, setup, configuration, and general use of software products and supported third-party solutions. - Monitor application performance, report bugs, or recurring issues to relevant internal teams, and escalate unresolved or complex issues to departments such as Development, QA, or Product Management. - Maintain thorough documentation of issue resolutions, procedures, and known issues for internal and customer use. - Collaborate with cross-functional teams to improve product support and customer satisfaction. - Conduct user training sessions or walkthroughs to support smooth adoption and usage of software. To excel in this role, you must: - Hold a Bachelor's degree in Computer Science, Information Technology, or a related field. - Have a strong understanding of software applications, user environments, and troubleshooting best practices. - Possess hands-on experience with help desk platforms, ticketing systems, and remote support tools. - Demonstrate excellent analytical and problem-solving abilities with a customer-friendly approach to communication. - Showcase strong written and verbal communication skills, ability to prioritize, multitask, and efficiently manage time in a fast-paced, customer-facing environment. - Exhibit a proactive attitude with a customer-first mindset and excellent interpersonal skills. This is a full-time, permanent position with an in-person work location.,