Product Support Engineer
4 weeks ago
About the Role :
We are seeking a highly motivated and customer-oriented Product Support Engineer to join our growing team.You will play a critical role in ensuring customer satisfaction and driving product adoption.
Responsibilities :
- Provide prompt and effective technical support to customers via various channels, including phone, email, and chat.
- Diagnose and troubleshoot customer issues, identifying root causes and implementing effective solutions.
- Reproduce and document customer issues, escalating complex problems to engineering teams as needed.
- Maintain a high level of product knowledge and stay updated on new features, releases, and best practices.
- Contribute to the development and maintenance of internal knowledge base articles and FAQs.
- Proactively identify and address potential customer issues or areas for improvement.
- Collect and analyze customer feedback to inform product development and enhancements.
- Adhere to service level agreements (SLAs) and ensure timely resolution of customer issues.
- Collaborate effectively with other teams, including engineering, sales, and :
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)
- 2 to 7 years of experience in a customer support or technical support role
- Strong understanding of [list relevant technologies, e.g., operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, HTTP), databases (SQL, NoSQL), programming languages (Python, Java, JavaScript), cloud platforms (AWS, Azure, GCP)]
- Excellent written and verbal communication skills
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Customer-oriented approach with a focus on providing exceptional service
- Experience with [list relevant tools, e.g., ticketing systems (Zendesk, Jira Service Desk), CRM software (Salesforce, HubSpot), remote support tools (TeamViewer, AnyDesk)] (preferred)
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