Senior Customer Support Engineer

Key Responsibilities:

• Technical Support:

  Provide timely and effective technical assistance. Troubleshoot and resolve technical issues related to the product, install and implement new programs, upgrade OS and hardware, take data backups, and conduct recovery processes.

• Problem Solving:

  Analyze customer problems, diagnose root causes, and implement solutions promptly.

• Customer Communication:

  Keep customers proactively informed, maintaining a professional and courteous demeanor.

• Product Knowledge:

  Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features.

• Escalation Management:

  Escalate complex technical issues to appropriate teams and follow up with customers to ensure resolution.

• Feedback Collection:

  Gather feedback from customers regarding their service experience to improve support processes.

• Collaboration:

  Collaborate with cross-functional teams, including logistics, to ensure defective or unused parts are returned promptly.

• Environmental Checks:

  Verify environmental parameters, such as proper earthing, to ensure the correct functioning of the product.

Qualifications:

• Diploma or Degree

  in IT, Electronics, or related fields.

Knowledge & Technical Skills:

• Knowledge of desktop operating systems like

  Windows

  .
• Understanding of product problem symptoms and root causes.
• Proficiency in

  hardware installation, troubleshooting, and maintenance

  .
• Familiarity with

  networking concepts, protocols, and troubleshooting

  .
• Experience with

  software installation, configuration, and support

  .
• Knowledge of

  antivirus software, firewalls, and IT security best practices

  .