Customer Support Engineer

Duties and Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Attend conferences and Seminars to network and keep up to date with the latest   developments in the sector;
• Generating new ideas to diversify our products and services portfolio;
• Source and develop client relationships and referrals;
• Assist in marketing Products and Services as a Sales technical engineer;
• Undertake such other duties as required from time to time.

Job Grade  ፡ 6

Reported for ፡ Service Director

Requirements

• BSC in Electrical and Computer Engineering (Communication Stream)
• Fresh graduate (0 Years of experience).

Required core competency:

• Properly using management software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Patience when handling tough cases
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively