System Engineer

As a Customer Support Specialist in this role, you will be utilizing your excellent communication skills to empathize, pacify, and handle irate customers effectively. Your technical expertise in troubleshooting base operating system issues, such as Windows, Outlook, Teams, Citrix, VDI, VPN, and Security App, will be put to use in providing remote support to customers. Key Responsibilities: - Answer incoming calls and respond to customer emails promptly - Manage and resolve customer complaints, escalating issues to supervisors when necessary - Provide product and service information, research required information, and offer solutions to customers - Research, identify, and resolve customer complaints using applicable software - Route calls and tickets to appropriate resources and domains - Document all call information according to standard operating procedures - Create standard operating procedures (SOPs) for new issues and resolutions - Complete call logs and reports efficiently Qualifications Required: - Excellent communication skills - Technical knowledge in troubleshooting base operating system issues - Ability to learn new technologies - Experience in troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. - Ability to recognize and alert the management team of trends in customer calls In this role, you will play a crucial part in providing top-notch customer support by effectively addressing customer inquiries and issues, ensuring customer satisfaction and loyalty.,