Technical Support Engineer Job Description
As a Technical Support Engineer, you will be the first point of contact for customers seeking technical assistance. You will respond to customer inquiries, diagnose and troubleshoot technical problems, and provide timely and accurate solutions. Your role will involve collaborating with cross-functional teams to resolve complex issues and ensure customer satisfaction. Additionally, you will play a key role in documenting and resolving customer feedback, contributing to the continuous improvement of the company's products and services.
Responsibilities
- Respond to customer inquiries and provide technical assistance via email, phone, or chat
- Diagnose and troubleshoot technical issues reported by customers
- Escalate complex issues to the appropriate internal teams for resolution
- Ensure timely and accurate resolution of customer requests
- Collaborate with cross-functional teams to resolve customer issues and prevent recurrence
- Document and maintain records of customer interactions and resolutions
- Contribute to the ongoing improvement of the company's products and services through customer feedback
- Stay up-to-date with product knowledge and industry trends
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Proven experience as a Technical Support Engineer or similar role
- Strong problem-solving and communication skills
- Ability to diagnose and troubleshoot technical issues
- Knowledge of hardware, software, and networking systems
- Familiarity with remote desktop applications and help desk software
- Ability to work independently and in a team environment
- Excellent customer service skills
- Attention to detail and ability to prioritize tasks
Skills
- Technical support
- Troubleshooting
- Customer service
- Problem-solving
- Communication
- Hardware
- Software
- Networking
- Remote desktop applications
- Help desk software