SONOVISION AETOS TECHNICAL SERVICES PVT LTD
Location
Bangalore | India
Job description
Job Title : Technical Support Engineer Responsibilities : - Customer Support: Provide technical support to customers, addressing inquiries, troubleshooting issues, and resolving problems related to software, hardware, or network systems. - Problem Resolution: Diagnose and resolve technical issues through effective problem-solving skills, escalating more complex issues to higher levels of support as needed. - Documentation: Create and maintain detailed and accurate documentation of customer issues, solutions provided, and troubleshooting steps. - Communication: Communicate technical information in a clear and understandable manner to customers, both verbally and in writing. - Remote Assistance: Use remote desktop tools to assist customers in real-time, guiding them through solutions or resolving technical problems. - Collaboration: Collaborate with cross-functional teams, including development and quality assurance, to escalate and resolve complex technical issues. - Knowledge Base: Contribute to the development and enhancement of a knowledge base for common issues and solutions to empower both customers and the support team. - Product Feedback: Provide feedback to the product development team based on recurring customer issues and suggestions for product improvement. - Customer Training: Conduct training sessions for customers on using and troubleshooting the product effectively. - Quality Assurance: Participate in quality assurance activities to ensure that products meet customer expectations and technical specifications. Qualifications : - Bachelor's degree in Information Technology, Computer Science, or a related field. - Proven experience as a Technical Support Engineer or in a similar customer-facing technical role. - Strong knowledge of software, hardware, and network systems. - Excellent problem-solving and troubleshooting skills. - Effective communication skills, both written and verbal. - Familiarity with remote desktop tools and support software. - Customer-focused with a commitment to providing excellent service. - Ability to work independently and collaboratively in a team environment. - Knowledge of customer relationship management (CRM) tools is a plus. - Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are advantageous. (ref:hirist.tech)
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