Technical Support Engineer (Email)

Role & responsibilities

• Respond promptly to customer inquiries via email and chat, providing accurate and courteous technical assistance.
• Diagnose and troubleshoot software, hardware, and system-related issues based on customer-reported problems.
• Assist users in product configurations, installations, and technical setups.
• Collaborate with internal teams to resolve complex technical issues and escalate cases when necessary.
• Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
• Maintain up-to-date knowledge of the companys products, services, and technical updates.
• Build and sustain strong customer relationships to enhance satisfaction and loyalty.
• Identify recurring technical issues and provide feedback to improve product performance
• Ability to work in shifts, including weekends or public holidays, as required.
• Familiarity with CRM systems and ticketing tools

Additional Qualification and Skills:

• Strong written communication skills with the ability to explain technical concepts clearly.
• Software Installation and Training.