Technical Support Engineer

Job Description

Research and identify solutions to software and hardware issues Track product and or software issues through to resolution, within agreed time limits Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Ensure all issues are properly logged Follow up with clients to ensure their product and services are fully functional after troubleshooting Document technical knowledge in the form of notes and manuals Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems Assist management in creating training materials pertaining to troubleshooting and usage Organize and file documentation pertaining to warranties and instructional guides Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of the problem Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue Refer to internal database or external resources to provide accurate tech solutions Actively update, maintain and monitor all aspects of computer networks Install and configure software and applications as appropriate Respond to customer inquiries and assist in troubleshooting and resolving challenges Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved Install and configure applications, monitor and maintain product functionality Prioritize and manage the workflow, diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems. Keep track of users system issues until they are resolved by adhering to the agreed timelines. To resolve complex problems, engineers interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals. Train other team members and client on how to use different ways and usage of application Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users) Share feature requests and effective workarounds with team members Inform customers about new features and functionalities Assist in training junior Customer Support Representatives All other responsibilities given by Management