Customer Support Engineer
3 weeks ago
Job Overview:
As a Customer Support Engineer at HR Force International, you will be instrumental in providing assistance to clients facing challenges with specific equipment. Your role will involve a variety of technical support functions, including installation, troubleshooting, and ongoing maintenance of customer records. You will also work closely with internal teams to improve the company's systems and processes, ensuring effective support delivery.
Key Responsibilities:
- Expert Technical Support:
- Deliver high-level technical assistance to clients, resolving inquiries and issues related to equipment performance.
- Employ troubleshooting methods to pinpoint root causes of technical challenges and implement appropriate solutions.
- Advise clients on optimal equipment usage, maintenance practices, and performance enhancement.
- Organize and lead meetings with clients to discuss technical matters, address concerns, and provide updates on product developments.
- Serve as the primary contact for clients, ensuring clear communication and fostering strong relationships to enhance customer satisfaction.
- Assist in the integration of the equipment's Application Programming Interface (API) and Software Development Kit (SDK) with clients' systems.
- Offer technical support to clients throughout the integration process, ensuring smooth functionality.
- Conduct thorough testing of product features to identify and rectify any issues.
- Collaborate with the product development team to share insights and feedback from testing, contributing to product enhancements.
- Keep precise records of customer interactions, including inquiries, reported issues, resolutions, and follow-up actions.
- Examine customer data and support metrics to uncover trends, recurring challenges, and opportunities for process improvement.
Qualifications:
- Bachelor's Degree in a technical field is preferred.
- Degrees in Computer Science are highly valued.
- A minimum of 5 to 6 years of experience in technical support roles, emphasizing troubleshooting and customer service.
- Experience in Technical Support Engineering or as a Technical Support Representative for at least the last 2-3 years is required.
Essential Skills:
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