Senior Customer Support Engineer

As a Technical Support Specialist, your primary role will be to provide timely and effective technical assistance to customers. You will 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. Your problem-solving skills will be crucial as you analyze customer problems, diagnose root causes, and implement solutions promptly. Key Responsibilities: - Technical Support: Provide timely and effective technical support, troubleshoot and resolve technical issues, 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 to resolve issues promptly. - Customer Communication: Keep customers proactively informed and maintain 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 the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. - Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. - Collaboration: Collaborate with cross-functional teams, including logistics, and ensure defective/unused goods parts are returned immediately after the call. You should also be able to check environmental parameters such as earthing for the proper functioning of the product. Qualifications: - Diploma/Degree Knowledge & Technical Skills: - Knowledge of desktop operating systems like MS Windows, product problem symptoms, and associated 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 security best practices. Experience: - 1-3 years of relevant experience.,