Technical Support Officer

Bengaluru, India/ FULL-TIME

Job description

As a Technical Support Engineer, you will play a critical role in ensuring the satisfaction of our customers by providing prompt and effective technical assistance. You will be responsible for diagnosing and resolving technical issues, guiding customers through the resolution process, and collaborating with cross-functional teams to enhance product functionality and reliability. The role requires a deep understanding of our products, excellent communication skills, and a customer-centric approach.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries and technical issues through various communication channels, including email, phone, and live chat.

• Troubleshoot and resolve hardware and software-related problems efficiently.

• Provide clear and concise instructions to customers for issue resolution.

Technical Expertise:

• Develop and maintain a comprehensive understanding of the company's products and services.

• Stay up-to-date with product updates and changes to effectively assist customers.

• Collaborate with the product development team to communicate customer feedback and suggest improvements.

Problem Solving:

• Analyze and identify root causes of technical issues reported by customers.

• Escalate complex issues to higher-level support or development teams as needed.

• Document solutions and create knowledge base articles for common issues.

Communication:

• Communicate technical information in a clear and understandable manner to both technical and non-technical customers.

• Collaborate with internal teams to share customer insights and improve product documentation.
  
  

Customer Education:

• Provide training and assistance to customers to ensure optimal use of the product.

• Create and update user guides, FAQs, and other educational materials.
  
  

Qualifications:

• Bachelor's degree in a relevant field (Computer Science, Information Technology, etc.).

• Proven experience in a technical support role, preferably in a software or technology company.

• Strong problem-solving skills with the ability to troubleshoot and diagnose technical issues.

• Excellent communication skills, both written and verbal.

• Ability to work collaboratively in a team environment.

• Customer-focused mindset with a commitment to delivering high-quality service.
  
  

Working Conditions:

• Office-based or remote work, depending on company policies.

• Flexible working hours to accommodate customer support needs, including weekends and holidays if required.

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