Technical Support Engineer
About The Company
- Macincode
- Bangalore, Salem
Annual Salary
₹ 2L - ₹ 3LJob Details
Join our team to provide technical assistance and support to customers, resolving software and hardware issues promptly and efficiently. Utilize your problem-solving skills and technical expertise to ensure customer satisfaction and enhance product performance. Collaborate with cross-functional teams in a dynamic and rewarding environment.
Job Responsibilities
- Provide technical assistance and support to customers via phone, email, chat, or remote sessions, troubleshooting software and hardware issues and providing timely resolutions.
- Diagnose and analyze technical problems reported by customers, utilizing troubleshooting tools, logs, and diagnostic techniques to identify root causes and recommend solutions.
- Resolve technical issues promptly and efficiently, guiding customers through step-by-step solutions, providing workarounds, or escalating complex issues to higher-level support teams as needed.
- Document customer interactions, issues, and resolutions in a detailed and organized manner, maintaining accurate records and knowledge base articles to facilitate knowledge sharing and continuous improvement.
- Test and validate software releases and patches, reproducing reported issues in test environments, and collaborating with development teams to verify bug fixes and ensure product quality.
- Educate customers on product features, functionality, and best practices to maximize their use and adoption of the software, conducting training sessions, webinars, and workshops as needed.
- Gather and relay customer feedback, feature requests, and enhancement suggestions to product management and development teams, advocating for customer needs and contributing to product improvements.
Job Requirements
- Strong technical background with proficiency in troubleshooting software and hardware issues, knowledge of operating systems (e.g., Windows, macOS, Linux), networking concepts, and IT infrastructure.
- Excellent customer service and communication skills, with the ability to effectively communicate technical information to non-technical users, empathize with customer concerns, and deliver solutions in a professional and courteous manner.
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues independently or collaboratively within a team environment.
- Attention to detail and meticulousness in documenting customer interactions, issues, and resolutions accurately, ensuring thoroughness and completeness in problem resolution and follow-up.
- Ability to adapt to changing priorities, work under pressure, and multitask effectively in a fast-paced and dynamic technical support environment, demonstrating flexibility and resilience in handling diverse customer needs and challenges.
Skill & Experience
- Proficiency in troubleshooting software and hardware issues, with the ability to analyze and diagnose technical problems, identify root causes, and implement effective solutions.
- Strong technical background and knowledge of operating systems (e.g., Windows, macOS, Linux), networking protocols, hardware components, and IT infrastructure, enabling effective support and problem resolution.
- Excellent customer service skills, with the ability to communicate technical information clearly and concisely, empathize with customer concerns, and provide solutions in a professional and customer-centric manner.
- Strong documentation skills, including the ability to accurately record customer interactions, issues, and resolutions, and maintain comprehensive knowledge base articles and support documentation.
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