System Engineer - L3

Role Overview: You will be responsible for providing excellent customer service by utilizing your exceptional communication skills to empathize, pacify, and handle irate customers. Your technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies will be key in troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support. Additionally, you will answer incoming calls, respond to customer emails promptly, manage and resolve customer complaints, provide product and service information, research information using available resources, and offer solutions to customers. You will also be responsible for identifying and escalating issues to supervisors, routing calls and tickets to appropriate resources, documenting call information according to standard operating procedures, recognizing trends in customer calls, creating SOPs for new issues and resolutions, and completing call logs and reports. Key Responsibilities: - Excellent communication skills - Ability to empathize, pacify, and handle irate customers with exceptional communication skills - Technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies - Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support - Answering incoming calls and responding to customers" emails in a timely manner - Managing and resolving customer complaints - Identifying and escalating issues to supervisors - Providing product and service information to customers - Researching required information using available resources and offering solutions to customers - Routing calls and tickets to appropriate resources and domains who can best support the user - Documenting all call information according to standard operating procedures - Recognizing, documenting, and alerting the management team of trends in customer calls - Creating SOPs for new issues and resolutions - Completing call logs and reports Qualifications Required: - Excellent communication skills - Technical knowledge in troubleshooting base operating system issues - Ability to empathize, pacify, and handle irate customers - Eagerness to learn new technologies (Note: Additional details about the company provided in the job description have been omitted for brevity.),