Sr. Customer Support Engineer

Key Responsibilities:

• Technical Support: Provide timely and effective technical assistance. Troubleshoot and resolve issues related to the product, 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 deep understanding of products or services to provide accurate support and stay updated on changes, updates, and new features.
• Escalation Management: Escalate complex technical issues to appropriate internal teams and follow up with customers to ensure satisfactory resolution.
• Feedback Collection: Gather feedback from c...