Job Description

We are looking for Customer support engineers who are  able to work in client-facing positions and manage technical concerns. A customer support engineer must address the questions, worries, and complaints of the clientele regarding the technological goods of the business. 

What you'll do

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• Identify patterns and possibilities to enhance products and services by analyzing support requests
• Give customers step-by-step instructions for resolving technological issues
• Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips
• Diagnose technical issues and assist with their requests
• Train or educate the users and create training programs or materials
• Work with the team to evaluate complex customer problem, identify root causes and derive resolutions
• Analyze customer suggestions and recommend product revisions
• Develop knowledge bases and FAQs for product support activities.
• Document support activities, customer issues and resolutions for reference purposes
• Organize teams to identify, investigate and recommend appropriate corrective or preventive actions to improve product quality and/or reliability
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Create scripts and small utilities to debug and fix issues.

Requirements

Skills/Experience

• Attention to detail and good problem-solving skills.
• Excellent listening skills.
• Excellent written and verbal communication skills.
• Strong multitasking, organization, and priority-setting skills.
• Proficiency in tracking performance indicators and documenting processes.
• Excellent telephone manners and skills.
• Outstanding time management skills.
• Ability to communicate ideas and proposals clearly and to offer constructive criticism
• Ability to operate autonomously without being closely supervised
• Willingness to collaborate with a group or team to achieve a common aim.
• Willingness to interact with other departments to accomplish shared objectives

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Eligibility Criteria

• Role : Customer Support Engineer
• Location : Chennai
• Qualification : B.Sc (CS), B.E , B.Tech or any computer science & IT related degree.
• 1-3 years of experience.
• Scripting and coding experience is a plus
• Should have experience analyzing data using excel and similar tools and presenting inferences.

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