Technical Support Engineer

3 weeks ago

Mysore Delhi Ghaziabad, India Nest Education Full time
Job Description

- Key Responsibilities:
- Technical Support & Troubleshooting:
- Provide remote technical support to customers by diagnosing and troubleshooting software and hardware issues.
- Guide customers through step-by-step solutions, ensuring they understand and resolve the technical problems they encounter.
- Support Documentation & Tracking:
- Document and track all support requests and solutions in a clear and organized manner.
- Ensure timely and effective resolution of technical issues, maintaining a high level of customer satisfaction.
- Collaboration & Escalation:
- Collaborate with internal teams (e.g., development, engineering) to escalate and resolve complex technical issues.
- Act as a liaison between the customer and technical teams to ensure issues are resolved efficiently.
- Product Knowledge & Best Practices:
- Stay updated with the latest product developments, technical tools, and best practices in technical support.
- Use this knowledge to offer proactive solutions, troubleshoot more effectively, and reduce recurrence of common issues.
- Creation of Support Documentation:
- Assist in creating and maintaining technical support documentation and FAQs to enhance customer self-service options and streamline support processes.
- Regularly review and update the support knowledge base to ensure accuracy and completeness.
- Exceptional Customer Service:
- Deliver exceptional customer service, maintaining professionalism in all interactions.
- Ensure a positive customer experience, focusing on clear communication, timely responses, and effective resolutions.
- Qualifications and Experience:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
- Experience:
- At least 2 years of experience in technical support or a similar role, particularly in a remote setting.
- Strong understanding of software and hardware troubleshooting.

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