Technical Support Engineer

2 months ago

Chennai, India BSRI Solutions Full time

Position Summary :

We are seeking a dedicated and skilled Support Engineer to provide support for our customers. The ideal candidate will work during Australian business hours, providing exceptional customer support, managing onboarding processes, attending to support tickets, and ensuring smooth escalation processes for complex issues. This role demands good knowledge of CCTV cameras, networking, and streaming protocols, as well as excellent communication and problem-solving abilities.

Key Responsibilities :

1. Customer Onboarding :

- Assist customers with the onboarding process, ensuring a smooth and efficient setup of our safety surveillance solution using remote sessions.

- Provide training and guidance on using our products effectively.

2. Support Ticket Management :

- Monitor and respond to support tickets within defined SLAs.

- Provide L1/L2 support, resolving issues related to our products, including software, hardware, and network-related inquiries.

- Escalate complex issues (L3 and above) to internal engineering teams, ensuring clear documentation and communication.

3. Customer Expectation Management :

- Manage and communicate customer expectations effectively, providing timely updates and resolutions.

- Build strong relationships with customers, ensuring their needs are understood and met.

4. Knowledge Base Development :

- Develop, update, and manage the company's knowledge base, creating clear and concise documentation for internal use and customer self-service.

- Ensure knowledge base content is current, relevant, and easily accessible.

5. Continuous Improvement :

- Collaborate with the product and engineering teams to provide feedback and suggest improvements based on customer interactions and support experiences.

- Identify common issues and work towards automating and streamlining support processes.

6. Technical Assistance :

- Provide technical assistance related to CCTV camera systems, networking, and streaming protocols.

- Troubleshoot connectivity, software, and hardware issues, ensuring minimal downtime for customers.

Key Skillsets :

1. Technical Expertise :

- Strong knowledge of CCTV camera systems and related hardware.

- Proficiency in networking, including IP configuration, streaming protocols (RTSP, HTTP, etc.).

- Familiarity with cloud-based solutions and remote troubleshooting tools.

2. Problem-Solving :

- Ability to diagnose and resolve technical issues efficiently.

- Strong analytical skills to identify root causes and provide effective solutions.

3. Communication :

- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

- Strong interpersonal skills for effective customer interaction and team collaboration.

4. Customer Focus :

- A customer-first mindset, with a commitment to delivering exceptional support.

- Ability to manage and meet customer expectations effectively.

5. Organizational Skills :

- Strong time management and organizational skills, with the ability to handle multiple tasks and priorities.

- Attention to detail in documenting support activities and developing knowledge base content.

Qualifications :

- A diploma or bachelors, or a related field, or equivalent experience.

- Minimum 3 years of experience in a technical support role, preferably within the CCTV, networking, or related industry.

- Experience with helpdesk and ticketing systems.

- Certifications in networking or related fields are a plus.

Working Hours :

- This role requires availability during Australian business hours.

(ref:hirist.tech)

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