Designation- Technical Support Engineer
JOB DESCRIPTION:- Technical Support Engineer will help distinguish our company with professionalism and assist our clients via phone and email.
1. Attend calls from customers to understand their technical services related issues.
2. Use script to provide Information to customers regarding the support services.
3. Ask pertinent questions to understand the customer issues.
4. Record the customers issues in ITSM system.
5. Keep records of calls and record useful information.
6. Take ownership of customer issues reported and see problems through to resolution
7. Research, diagnose, troubleshoot and identify solutions to resolve customer issues
8. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
9. Provide prompt and accurate feedback to customers
10. Ensure proper recording and closure of all issues
11. Prepare accurate and timely reports
12. Document knowledge in the form of knowledge base tech notes and articles
13. Follow the SLA for issues with respect to the severity.