Technical Support Engineer
Relevant Experience: 2 – 3 years
Job Description
As a Technical Support Engineer at 42Gears, you will play a pivotal role in guaranteeing client satisfaction through prompt and efficient technical assistance.
Roles and Responsibilities
- Handle incoming support calls, emails, and chat messages from clients encountering technical issues.
- Diagnose and troubleshoot technical issues associated with our unified endpoint management product.
- Provide clear, step-by-step guidance and solutions to clients, ensuring a positive and constructive customer experience.
- Escalate intricate technical issues to the appropriate internal teams for resolution.
- Collaborate seamlessly with cross-functional teams to ensure timely and effective problem resolution.
- Document and meticulously track support issues to contribute to a comprehensive knowledge base.
- Stay abreast of the latest features and updates on our unified endpoint management product.
- Conduct product training sessions for clients and internal teams as required.
- Communicate effectively with clients, keeping them informed of the status of their support requests.
- Uphold a high level of customer satisfaction through professional and courteous communication.
Requirements
- Bachelor’s degree in a relevant technical field or equivalent practical experience.
- Demonstrated experience in technical support or a comparable customer-facing role.
- Proficient troubleshooting and problem-solving skills.
- Effective communication and interpersonal abilities.
- Ability to work both independently and collaboratively in a fast-paced environment.
- Previous experience in a SaaS environment and a strong understanding of UEM and related technologies are advantageous.
Additional Mandatory Requirements
- Availability to handle customer support through various channels, including calls, emails, and chats.
- Ability to work from the office.
- Willingness to work in rotational shifts covering a 24/7 operation.