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Engineering Services Consultant
3 weeks ago
As a Technical Support Specialist, you will be the key contact for customers requiring assistance with our products or services.
Key Responsibilities:
- Provide timely and effective technical support to customers via phone, email, or on-site visits, resolving product/service-related issues.
- Diagnose and troubleshoot product issues, ensuring that they are resolved promptly and efficiently.
- Guide customers through step-by-step solutions, ensuring clear and understandable instructions.
Product Installation and Maintenance:
- Assist customers in the installation, configuration, and setup of products or systems.
- Conduct preventive maintenance and ensure that the customer's product or system is functioning optimally.
- Perform regular system checks, upgrades, and software installations to ensure customer systems are up-to-date.
Customer Relationship Management:
- Maintain positive relationships with customers, providing ongoing support and ensuring a high level of satisfaction.
- Follow up with customers to ensure that issues are fully resolved and offer additional support if necessary.
- Record and track customer interactions, service requests, and product issues in the CRM system.
Troubleshooting and Issue Resolution:
- Use diagnostic tools and techniques to troubleshoot and resolve technical problems related to the product or service.
- Work with the engineering or technical team to identify and resolve complex issues that require escalation.
Documentation and Reporting:
- Document all customer interactions, including the details of issues, troubleshooting steps, and resolutions in the service management system.
- Generate and submit reports on common customer issues, recurring problems, and system performance trends.
Skills and Qualifications:
- Strong problem-solving skills and the ability to analyze and troubleshoot technical issues.
- Excellent verbal and written communication skills to clearly convey technical information to customers.
- Ability to explain complex technical concepts in simple terms.
- Good interpersonal skills, with a focus on customer service and satisfaction.
- Proficiency in using customer service software (e.g., Zendesk, Freshdesk) and CRM systems.
- Knowledge of the company's product/services and technical specifications.
