We are seeking an experienced Senior Customer Support Engineer with a minimum of 5 years of relevant experience to join our dynamic support team. As a Senior Customer Support Engineer, you will play a critical role in ensuring our customers receive top-notch technical assistance and solutions.
Responsibilities:
- Provide expert-level technical support to customers via multiple channels.
- Troubleshoot and diagnose complex technical issues reported by customers, utilizing strong SQL skills and debugging techniques.
- Guide users through technical processes and assist them in finding the information they need, ensuring a positive customer experience.
- Utilize web portals and tools to access and retrieve necessary information to resolve customer inquiries efficiently.
- Address defects reported by end users, channelizing them effectively through JIRA.
- Communicate technical concepts and solutions clearly and effectively in English, tailored to the customers level of understanding.
- Document customer interactions, troubleshooting steps, and solutions in our knowledge base for future reference and training.
Skills Requirements:
- Bachelors degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent experience).
- 5+ years of proven experience in customer support or technical support roles.
- Exceptional English communication skills, both written and verbal, to effectively interact with customers.
- Strong experience providing tech support to end users, addressing technical queries, and resolving issues.
- Proficiency in SQL for data retrieval, analysis, and troubleshooting purposes.
- Demonstrated ability in debugging complex technical issues to identify root causes and implement effective solutions.
- Familiarity with using web portals and online tools to retrieve information and assist customers.
- Strong problem-solving skills with the ability to guide users toward appropriate solutions.
- Knowledge of using JIRA.
As a Senior Customer Support Engineer with extensive experience, you will contribute to our customer-centric approach by providing expert technical support, solving complex issues, and ensuring a seamless customer experience. Your strong communication skills, technical expertise, and ability to collaborate across teams will be instrumental in maintaining high customer satisfaction and driving our companys success.