Technical Support Engineer
2 weeks ago
Job Description :
Key Responsibilities :
- Diagnose and troubleshoot customer issues related to product functionality, usage, and integration.
- Provide clear and concise solutions and workarounds to customer problems.
- Interact with customers professionally and empathetically, building strong customer relationships.
- Effectively communicate technical information to customers in a clear and understandable manner.
- Develop and maintain a deep understanding of our products and services, including their features, functionalities, and limitations.
- Stay updated on product releases, updates, and new features.
- Troubleshoot technical issues related to SMS, Cloud Telephony, and Voice services.
- Identify and escalate critical issues to senior support engineers or engineering teams.
- Contribute to the improvement of customer support processes and :
Experience : 1-3 years of experience in technical support, or a related field.
Education : Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Technical Skills :
- Basic understanding of networking concepts (TCP/IP, DNS, etc.)
- Familiarity with common networking protocols (HTTP, HTTPS, TCP, UDP).
- Basic understanding of operating systems (Windows, Linux, macOS).
- Experience with troubleshooting basic computer hardware and software issues.
- Familiarity with ticketing systems (e., Zendesk, Jira Service Desk).
Soft Skills :
- Excellent communication and interpersonal skills, both written and verbal.
- Active listening and problem-solving skills.
- Ability to remain calm and professional under pressure.
- Strong time management and organizational skills.
- Ability to work independently and as part of a team
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