Senior Customer Support Engineer

Key Responsibilities:

• Technical Support: Provide timely and effective technical assistance. Troubleshoot and resolve technical issues related to the product, install and implement new programs, upgrade OS and hardware, take data backups, and conduct recovery processes.
• Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions promptly.
• Customer Communication: Keep customers proactively informed, maintaining a professional and courteous demeanor.
• Product Knowledge: Develop a deep understanding of the 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 and follow up with customers to ensure resolution.
• Feedback Collection: Gather fe...