Technical customer support engineer

3 weeks ago

Bengaluru, India Klaus IT Solutions Pvt Ltd Full time
  • Provide Level 1 Technical support (Voice Support) to customers through various channels such as phone, email, chat.
  • Identify and analyze technical issues reported by customers and troubleshoot problems to determine the root cause.
  • Work towards resolving technical issues by providing step-by-step instructions, guiding customers through solutions, or escalating complex issues to higher-level support teams.
  • Document and maintain records of customer interactions, technical issues, and solutions for future reference.
  • Stay updated on product or service features and updates to effectively assist customers and answer their queries.
  • Communicate technical information in a clear and understandable manner to customers with varying levels of technical expertise.
  • Collaborate with other departments, such as development or product teams, to provide feedback on recurring technical issues and contribute to continuous improvement.
  • Educate customers on the proper use of products or services to prevent future technical issues.
  • Collect and provide feedback from customers to help improve products, services, and support processes.
  • Stay adaptable and keep up to date with new technologies and changes in products or services.
  • Design and develop visually appealing, interactive dashboards and reports using Power BIs features, like charts, maps, KPIs, and filters.
  • Apply design best practices to ensure reports are intuitive and align with the organizations branding and objectives.

Skills Required:

  • Strong technical knowledge related to the Diesel products, various Diagnostic tools handling and services being supported.
  • Strong problem-solving skills to diagnose and resolve technical issues efficiently.
  • Ability to analyze problems, think critically, and develop effective solutions in short span.
  • Excellent communication skills to convey technical information to non-technical customers clearly.
  • Persistence and compassion when dealing with customers, especially those with limited technical knowledge.
  • Capability to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
  • A customer-centric approach with a focus on providing excellent service.
  • Ability to work collaboratively with other team members and departments.
  • Accurate and detailed documentation of customer interactions and issue resolutions.
  • Readiness to adapt to new technologies and procedures.
  • Efficiently manage time to meet service level agreements and customer expectations.



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