Customer Support Engineer (Level 1 Support)
Duties and Responsibilities:
Customer Interaction:
Ensure prompt and effective resolution of technical queries from customers across all communication channels (email, phone, chat, and ticketing system).
Foster strong relationships with customers by providing helpful and professional technical assistance.
Technical Troubleshooting:
Perform detailed diagnostics and troubleshooting for both hardware and software issues.
Provide effective solutions to technical problems while ensuring minimal disruption for the customer.
Product Expertise:
Develop comprehensive knowledge of the company's product suite to offer informed guidance to customers.
Stay updated on new product features and functions to support customer inquiries accurately.
Documentation and Knowledge Base:
Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.
Continuously contribute to the knowledge base and ensure that customer-facing resources are up-to-date and easy to understand.
Issue Escalation:
Proactively escalate critical or unresolved issues to the appropriate internal teams, ensuring follow-through until resolution.
Customer Training and Support:
Lead training initiatives and develop user-friendly guides to help customers optimize their use of the product.
Offer proactive support during setup and integration processes to ensure smooth adoption.