Customer Support Engineer

Key Responsibilities

• Provide timely and effective technical support to customers for product-related issues
• Troubleshoot and resolve technical problems through root cause analysis
• Install and implement new programs, upgrade operating systems, and perform hardware upgrades
• Perform data backup activities and execute data recovery processes when required
• Analyze customer-reported issues and implement appropriate corrective actions
• Keep customers proactively informed about issue status and resolution progress
• Maintain professional and courteous communication with customers at all times
• Develop and maintain in-depth knowledge of products and services
• Stay updated on product enhancements, updates, and newly released features
• Escalate complex technical issues to appropriate internal teams and track them until closure
• Follow up with customers to ensure escalated issues are resolved ...