Software Support Engineer

SMG InfoTech is looking for Software Support Engineer to join our dynamic team and embark on a rewarding career journey The Software Support Engineer is a key member of the technical support team, responsible for assisting customers or clients with technical issues related to software products or applications
This role involves diagnosing problems, providing solutions, and ensuring a positive customer support experience Key Responsibilities:Customer Support: Respond to customer inquiries and technical issues via phone, email, or chat, providing prompt and effective assistance Issue Diagnosis: Analyze and troubleshoot software-related problems reported by customers, identifying root causes and potential solutions Problem Resolution: Provide step-by-step guidance and instructions to customers to help them resolve technical issues with software products Documentation: Maintain detailed records of customer interactions, including issues, resolutions, and follow-up actions taken Escalation: Escalate complex or unresolved technical issues to higher-level support or development teams and follow up on progress Product Knowledge: Stay updated on software products, new features, and updates to provide accurate information and support Feedback: Collect and summarize customer feedback, making recommendations for product improvements or enhancements Knowledge Sharing: Share knowledge and solutions with team members to improve overall support efficiency Training: Assist in creating and updating customer support documentation, knowledge base articles, and training materials Quality Assurance: Ensure that customer support meets or exceeds service level agreements (SLAs) and maintains high levels of customer satisfaction