Technical Support Engineer

Job Title: Technical Support Engineer

Position Overview:

Key Responsibilities:

• Customer Support:

  Provide professional and efficient assistance to customers via phone, email, and chat.

• Troubleshooting:

  Diagnose and resolve technical issues related to hardware, software, and network connectivity.

• Guidance:

  Educate customers on product features, best practices, and preventive maintenance.

• Documentation:

  Accurately log customer interactions, issues, and resolutions in the ticketing system to ensure proper record-keeping and follow-up.

• Escalation Management:

  Collaborate with senior technicians and escalate unresolved or complex issues promptly.

• Feedback:

  Gather customer feedback to help improve products and services, ensuring customer satisfaction is continuously enhanced.

Required Skills and Qualifications:

• Education:

  High school diploma or equivalent; a degree in IT, Computer Science, or a related field is a plus.

• Communication Skills:

  Exceptional verbal and written communication skills in English.

• Technical Aptitude:

  Basic understanding of computer systems, mobile devices, and networks.

• Problem-Solving:

  Strong analytical and troubleshooting skills, with the ability to think critically and resolve issues.

• Customer Service:

  A friendly, patient, and professional attitude, with a strong commitment to delivering top-notch customer service.

• Adaptability:

  Ability to learn and adapt quickly to new technologies and processes.

Preferred Qualifications:

• Experience:

  Previous experience in a customer-facing or technical support role is an advantage but not required.

• Tools Knowledge:

  Familiarity with CRM tools or ticketing systems is a plus.