Sr. Customer Support Engineer

Full job description
Key Responsibilities:

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process

2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly.
3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor .
4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features.
5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily.
6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided.
7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. .

Qualifications

Diploma/Degree

Knowledge & Technical Skills

knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause .
Proficiency in hardware installation, troubleshooting, and maintenance.
Familiarity with networking concepts, protocols, and troubleshooting.
Experience with software installation, configuration, and support.
Knowledge of antivirus software, firewalls, and security best practices.