As a Technical Support Engineer you will
Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and troubleshooting assistance.
Work to meet and exceed internal and external SLAs
Identify and diagnose software issues, and guide customers through step-by-step resolutions.
Escalate complex technical issues to higher-level support teams when necessary, ensuring proper documentation and follow-up.
Assist customers with product installations, configurations, and updates.
Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions.
Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system.
Provide proactive customer education and self-help resources to reduce repetitive inquiries and improve customer satisfaction.
Collaborate with the Quality Assurance team to identify and report software bugs and usability issues.
Help develop and implement support methodologies, build workflows and define support operations
Gather customer feedback and share it with QA, R&D, Engineering, and Production teams.
Strive for best-in-class support experience and drive exceptional CSAT results
Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support.
Requirements: Must be an engineer, graduate with a degree in Industrial Engineering and Management
Minimum 1 year of experience in technical support, in a SaaS company or related field.
Understanding of information systems
Proficiency in troubleshooting and resolving software issues.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical individuals.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Strong problem-solving and analytical skills with attention to detail.
Plus: Experience with ticketing systems and customer relationship management (CRM) software.
Native English speaker
This position is open to all candidates.