
Field Service Sprt Engineer II
2 weeks ago
Details:
Job Description
Job Summary
We are seeking a highly skilled and experienced User Experience Customer Support Specialist
to join our IT team. In this role, you will be responsible for ensuring exceptional user experiences
by providing top-notch customer support for our IT services. You will work closely with crossfunctional
teams to resolve technical issues, enhance user satisfaction, and contribute to the
continuous improvement of our support processes.
Job Requirements
Details:
Mid/Senior with 6-7 years of experience
Key Responsibilities
Customer Support: Provide expert-level support to users, addressing their technical
issues and inquiries promptly and eectively.
User Experience: Collaborate with the UX/UI team to gather user feedback and
insights, ensuring that customer support aligns with user experience goals.
Issue Resolution: Troubleshoot and resolve complex technical problems, working
closely with Service Desk and Product Engineering Team
Documentation: Create and maintain comprehensive documentation, including FAQs,
user guides, and support articles, to assist users in resolving issues independently.
Training and Development: Conduct training sessions for users and internal teams to
enhance their understanding of IT products and services.
Process Improvement: Identify opportunities for improving support processes and
contribute to the development of best practices.
Performance Metrics: Monitor and analyze support metrics to ensure high levels of
customer satisfaction and identify areas for improvement.
Stakeholder Collaboration: Work with product managers, developers, and other
stakeholders to ensure that user feedback is incorporated into product development
and enhancements.
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