Ctomer Support Engineer - Thiruvananthapuram / Trivandrum - Sysnet

    Sysnet
    Sysnet Thiruvananthapuram / Trivandrum

    6 days ago

    Full time
    Description

    Key Responsibilities:

    • Technical Support: Provide timely and effective technical assistance. Troubleshoot and resolve technical issues related to products. Install and implement new programs, upgrade OS and hardware, perform data backup, and conduct recovery processes.
    • Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions promptly.
    • Customer Communication: Keep customers proactively informed while maintaining a professional and courteous demeanor.
    • Product Knowledge: Develop a deep understanding of product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features.
    • Escalation Management: Escalate complex technical issues to appropriate teams within the organization and follow up with customers to ensure resolution.
    • Feedback Collection: Gather feedback from customers regarding their service experience to improve support quality.
    • Collaboration: Work with cross-functional teams, including logistics, to ensure defective or unused parts are returned immediately after support calls.
    • Environmental Checks: Verify environmental parameters, such as proper earthing, for the correct functioning of products.

    Qualifications:

    • Diploma or Degree in IT, Electronics, or related field

    Knowledge & Technical Skills:

    • Knowledge of desktop operating systems, especially Windows
    • Understanding of product problem symptoms and root causes
    • Proficiency in hardware installation, troubleshooting, and maintenance
    • Familiarity with networking concepts, protocols, and troubleshooting
    • Experience with software installation, configuration, and support
    • Knowledge of antivirus software, firewalls, and IT security best practices

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