Diagnose and troubleshoot technical issues
Ask customers targeted questions to quickly understand the root of the problem
Talk to clients through a series of actions, either via phone, email or chat, until the issue is resolved
Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure the applications are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain cordial relationships with clients
Requirements
Requirements :
Proven work experience as a Product Support Engineer
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk softwares
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Experience with SaaS based softwares is an added advantage
BS degree in Information Technology, Computer Science or relevant field
Additional certification in AWS, Azure, GCP is a plus
Benefits
Applicable as per company policy
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