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Title
Text copied to clipboard!Customer Support Engineer
Description
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We are looking for a dedicated Customer Support Engineer to be responsible for resolving any technical issues that our customers might encounter. The Customer Support Engineer will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. You will also be responsible for training customers to use our products effectively. Our ideal candidate is patient, innovative, and committed to providing excellent customer service.
Responsibilities
Text copied to clipboard!- Troubleshoot and resolve customer issues.
- Provide technical support to customers.
- Train customers to use products effectively.
- Provide developers with customers' feedback to help identify potential new features or products.
- Report on product performance.
- Analyze data to identify trends or examine potential areas for improvement.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
- Oversee solutions to ensure they meet company and client needs.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
- Ensure that all customer communications are professional, accurate, and timely.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science or a related field.
- Proven work experience in a technical support role.
- Strong understanding of how CRM systems work.
- Excellent problem-solving and communication skills.
- Ability to diagnose and troubleshoot technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Customer-oriented and cool-tempered.
- Ability to work independently and as part of a team.
Potential interview questions
Text copied to clipboard!- How do you handle difficult customers?
- Can you describe a time when you solved a complex technical issue?
- How do you prioritize your work when multiple issues come in at the same time?
- What strategies do you use to explain technical details to a non-technical person?
- Can you describe a time when you improved a process or system?