Technical Support Engineer

Job Description

Job Overview: We are seeking a dedicated and customer-centric individual to join our growing team as a Technical Support Engineer. In this role, you will be the first point of contact for our users, providing outstanding support, solving problems, and ensuring a seamless experience with our products. Your goal is to assist customers effectively and help improve our overall service offerings. Key Responsibilities: Customer Interaction: Respond to customer inquiries via email, phone in a timely and professional manner. Issue Resolution: Troubleshoot technical issues and provide clear, actionable solutions to resolve customer concerns. Product Knowledge: Develop an in-depth understanding of our products and services to effectively address customer needs. Documentation & Reporting: Maintain detailed records of customer interactions, issues, and feedback using our CRM or ticketing system. Feedback Collection: Collect customer feedback and report trends or recurring issues to the product and development teams for improvements. Customer Education: Assist customers in understanding and utilizing product features through guides, FAQs, and product tutorials. Collaboration: Work closely with cross-functional teams, including engineering, sales, and product management, to ensure a seamless experience for customers. Customer Satisfaction: Help ensure high levels of customer satisfaction by providing friendly, efficient, and professional support. Requirements: Previous experience in a customer support role, preferably in a tech or product-based company.(0-1yr) Excellent written and verbal communication skills. Strong problem-solving and troubleshooting abilities. Ability to work in a fast-paced, dynamic environment and handle multiple customer inquiries simultaneously. A passion for providing outstanding customer service and helping people. Comfortable using customer support tools like Zendesk, Freshdesk, or other CRM systems. Tech-savvy with a good understanding of digital products or software. Empathy and patience, with the ability to remain calm and composed in stressful situations. A proactive mindset with the ability to anticipate customer needs and act quickly. Preferred Qualifications: Experience in a startup or product-based company.(0-1yr) Familiarity with our products and services. Technical knowledge or experience with troubleshooting software or hardware products. Knowledge of a second language (optional but a plus). Interested candidates can share their resume at hr@spoors.in Show more Show less