Customer Support Engineer
2 days ago
Job Overview
We are seeking a skilled and customer-focused Customer Support Engineer to join
our Delhi team. The ideal candidate will be responsible for providing technical
assistance, troubleshooting customer issues, and ensuring a seamless customer
experience. You will act as a bridge between customers and the technical team,
resolving inquiries and delivering high-quality solutions in a timely manner.
Key Responsibilities
1. Customer Assistance:
o Serve as the first point of contact for customer support inquiries via
email, phone, or chat.
o Provide technical guidance and resolve issues related to the
company’s products or services.
2. Troubleshooting and Problem Resolution:
o Diagnose and troubleshoot hardware, software related problems.
o Collaborate with internal teams to escalate and resolve complex
issues.
o Maintain detailed documentation of issues, resolutions, and feedback.
3. Technical Expertise:
o Provide in-depth knowledge of the company’s products, systems, and
services to customers.
o Assist customers with usage of the products.
4. Feedback and Improvement:
Gather and communicate customer feedback to internal teams for
product improvements.
o Participate in continuous improvement initiatives for customer support
processes.
5. Service-Level Adherence:
o Ensure timely resolution of customer issues within agreed service level
agreements (SLAs).
o Monitor and prioritize support tickets to meet customer expectations.
Qualifications and Skills
Education:
o Bachelor’s degree in engineering, Electrical, Electronics, Mechanical or
a related field (or equivalent experience).
Experience:
o 1-3 years of experience in technical support, customer service, or a
related role.
o Prior experience in troubleshooting.
Technical Skills:
o Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk,
Freshdesk) and CRM tools.
Soft Skills:
o Excellent verbal and written communication skills in both English and
Hindi.
o Strong problem-solving abilities with attention to detail.
o Customer-oriented mindset with the ability to handle challenging
situations professionally.
Key Competencies
Analytical Thinking
Empathy and Patience
Time Management
Team Collaboration
Adaptability to Technology
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