Support Engineer

Job Description

We are looking for Customer support engineers who are able to work in client-facing positions and manage technical concerns. A customer support engineer must address the questions, worries, and complaints of the clientele regarding the technological goods of the business.

What you’ll do

• Identify patterns and possibilities to enhance products and services by analyzing support requests
  

• Give customers step-by-step instructions for resolving technological issues
  

• Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips
  

• Diagnose technical issues and assist with their requests
  

• Train or educate the users and create training programs or materials
  

• Work with the team to evaluate complex customer problem, identify root causes and derive resolutions
  

• Analyze customer suggestions and recommend product revisions
  

• Develop knowledge bases and FAQs for product support activities.
  

• Document support activities, customer issues and resolutions for reference purposes
  

• Organize teams to identify, investigate and recommend appropriate corrective or preventive actions to improve product quality and/or reliability
  

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  

• Update our internal databases with information about technical issues and useful discussions with customers
  

• Create scripts and small utilities to debug and fix issues.
  

Requirements

Skills/Experience

• Attention to detail and good problem-solving skills.
  

• Excellent listening skills.
  

• Excellent written and verbal communication skills.
  

• Strong multitasking, organization, and priority-setting skills.
  

• Proficiency in tracking performance indicators and documenting processes.
  

• Excellent telephone manners and skills.
  

• Outstanding time management skills.
  

• Ability to communicate ideas and proposals clearly and to offer constructive criticism
  

• Ability to operate autonomously without being closely supervised
  

• Willingness to collaborate with a group or team to achieve a common aim.
  

• Willingness to interact with other departments to accomplish shared objectives
  

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Eligibility Criteria

• Role : Customer Support Engineer
  

• Location : Chennai
  

• Qualification : B.Sc (CS), B.E , B.Tech or any computer science & IT related degree.
  

• 1-3 years of experience.
  

• Scripting and coding experience is a plus
  

• Should have experience analyzing data using excel and similar tools and presenting inferences.
  

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