Technical Assistance Engineer

4 weeks ago

Delhi Division, India Tonbo Imaging Full time

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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