Customer Support Engineer

Roles and Responsibilities:

• Leadership and Team Management: Provide leadership and direction to the entire customer support department. Supervise, mentor, and lead a team of customer service representatives (CSRs). Conduct regular training sessions to ensure the team is knowledgeable about the company's hardware, software products, and the highest customer service standards. Set performance goals for the team and monitor progress through regular feedback and performance reviews.
• Customer Support Operations: Oversee day-to-day customer support operations, ensuring timely and effective resolution of customer issues. Manage customer inquiries across various channels (email, phone, live chat, and support tickets). Develop and maintain knowledge bases, FAQs, and troubleshooting guides for hardware and software products. Act as main point of contact for key clients to facilitate and coordinate on customer queries.
• Customer Experience Optimization: Monitor and analyze customer feedback to identify trends and areas for improvement. Implement strategies to improve customer satisfaction, reduce response times, and enhance overall customer experience. Act as an escalation point for complex or unresolved customer issues. Take responsibility for the customer queries and escalations.
• Collaboration with Other Departments: Work closely with the product, sales, and technical support teams to address recurring customer pain points. Provide feedback to the product development team to improve hardware and software offerings based on customer insights. Collaborate with marketing to develop customer-centric campaigns and communication strategies.
• Reporting and Analytics: Generate and present regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction (CSAT). Track and report on key performance indicators (KPIs) to measure the success of the customer service department. Measure and report SLA efficiency. Timely and accurate MIS and report generation.
• Process Improvement: Identify inefficiencies in customer service processes and implement solutions to streamline workflows. Stay updated on industry best practices and emerging tools to enhance customer support operations.

Qualifications and Requirements:

• Education: Bachelor's degree in Computer Science, Software Engineering, or Electrical Engineering.
• Experience: Minimum of 7 years of experience in customer service support operations, with at least 5 years in a leadership role. Prior experience in a product company (hardware/software solutions) is highly preferred.
• Skills: Strong leadership and team management abilities. Excellent written and verbal communication skills. Analytical mindset with the ability to interpret data and generate actionable insights. Technical aptitude to understand hardware and software solutions and explain them to customers.

Technical Skills:

• Proficient in customer service tools and CRM platforms (i.e., Zoho, Zendesk, Salesforce, Freshdesk).
• Knowledge and experience in web and mobile application-based product support.
• Excellent knowledge in deployment activity process (documentation, training, UAT, commissioning).
• Excellent knowledge in configuring, deploying, and troubleshooting in Windows server environments.
• Excellent knowledge in configuring, deploying, and troubleshooting in SQL server environments.
• Excellent knowledge of networking and IT infrastructure for customer deployments.
• Excellent knowledge in bug and issue reporting process using Jira or similar platforms.
• Excellent knowledge in maintaining a knowledge base in Zoho, Confluence, or similar platforms.
• Good knowledge of scripting and basic programming languages.