Job Title: Support Engineer
Experience - 6 Months to 3 Year
Job Summary: We are seeking a skilled and customer-focused Support Engineer to join our team. The ideal candidate will be responsible for troubleshooting technical issues, assisting clients with product inquiries, and ensuring a seamless support experience. This role requires excellent problem-solving skills, technical expertise, and strong communication abilities to handle customer interactions effectively.
Key Responsibilities:
- Technical Support:
- Provide first and second-level support for software, hardware, and network-related issues.
- Diagnose and resolve technical problems efficiently and escalate when necessary.
- Document issues, solutions, and troubleshooting steps for future reference.
- Client Handling:
- Serve as the primary point of contact for clients regarding technical support.
- Maintain positive relationships with clients by providing timely and effective resolutions.
- Understand client needs and offer guidance on product usage and best practices.
- Communicate updates, outages, or resolutions clearly and professionally.
- Collaboration & Communication:
- Work closely with development, product, and operations teams to address recurring issues.
- Provide feedback on product improvements based on customer interactions.
- Assist in creating technical documentation, FAQs, and knowledge base articles.
- Incident Management:
- Monitor, track, and resolve support tickets within defined SLAs.
- Participate in root cause analysis for recurring issues.
- Implement and recommend improvements to support processes.
- Training & Documentation:
- Conduct client training sessions on product features and troubleshooting steps.
- Update and maintain technical support documentation.
- Stay up to date with the latest product developments and industry trends.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, IT, or a related field.
- 6 Months years of experience in technical support or a similar role.
- Strong troubleshooting skills in software, hardware, and network environments.
- Experience with ticketing systems and remote support tools.
- Excellent verbal and written communication skills.
- Ability to manage multiple client issues effectively and prioritize tasks.
- Knowledge of databases, scripting, and cloud technologies is a plus.
- Customer-focused mindset with the ability to handle escalations professionally.
Preferred Qualifications:
- Experience working in a fast-paced technical support environment.
- Familiarity with ITIL processes and best practices.
- Prior experience in a client-facing support role.
Job Type: Full-time
Pay: ₹15,000.00 - ₹35,000.00 per month
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Shift:
Work Days:
Work Location: In person
