System Engineer - Functional Junior/Trainee

As a System Engineer - Functional Junior Agent, you will be the initial point of contact for customers, providing technical support and resolving issues related to products. You will collaborate closely with our Software System Engineer team to ensure timely resolution of customer inquiries. Responsibilities include responding to customer queries via phone, email, or chat promptly and professionally, diagnosing and resolving basic technical issues related to the product, and escalating more complex issues to the Software System Engineer - Technical Senior/Engineer Senior teams when necessary. Additionally, maintaining accurate documentation of customer interactions and troubleshooting steps, guiding customers through troubleshooting processes, and providing educational support for product usage are key aspects of the role. Ensuring a high level of customer satisfaction by delivering prompt and efficient solutions, as well as collaborating with internal teams to enhance product knowledge and problem-solving skills, are also essential responsibilities. The ideal candidate for this position should possess excellent communication and interpersonal skills, a basic understanding of technical concepts related to the product (including Basic SQL Knowledge), strong problem-solving abilities, attention to detail, and the capacity to handle multiple customer requests simultaneously. A customer-first attitude, the ability to remain calm under pressure, and prior experience in a customer support role are advantageous but not mandatory. In return, we offer a competitive salary and benefits package, opportunities for career growth and development, comprehensive training and support, a dynamic and inclusive work environment, and employee wellness programs. Location: Kochi Salary: Negotiable To apply, please send your resume to hr@realsofterp.com.,