Senior Solution Engineer

IBS Software Services

2 - 5 years

8 - 9 Lacs

thiruvananthapuram

Posted:9 hours ago| Platform:

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Skills Required

ticketing service level manager quality assurance customer satisfaction product testing troubleshooting slas

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide timely, accurate, and professional assistance to customers.
Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
Escalate complex issues to higher-level support or engineering teams as necessary.
Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
Provide feedback and insights from customers to help improve product development and user experience.
Participate in product testing and quality assurance to identify potential issues before launch.
Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
Stay updated on product updates, new features, and industry best practices.

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