Support Engineer

Support Engineer

The Support Engineer is responsible for providing technical assistance and support to end-users experiencing software issues. Level 01 Support. This role involves troubleshooting, problem-solving, and delivering exceptional customer service to ensure efficient resolution of related problems.

Responsibilities

• Respond to incoming support requests via phone, email, or chat and gather relevant information to assess the nature of the issue.
• Diagnose and troubleshoot technical problems related to systems and the software application.
• Provide step-by-step guidance to users in resolving software issues remotely.
• Escalate complex or unresolved issues to higher-level support teams, documenting all actions taken and communication with the client.
• Assist in account management and ensuring quality customer support to the client.
• Collaborate with other IT teams to ensure timely resolution of technical problems and effective communication of status updates to clients.
• Maintain accurate records of support requests, resolutions, and relevant documentation.
• Keep up to date with technology trends and updates to enhance technical knowledge and skills.
• Become a domain and product expert ensuring progressive career growth.

Requirements

• A Great Communicator and Proficiency in English is a must.
• Proven Customer Relationship Management Skills.
• A University degree (IT or related) or equivalent professional qualification.
• Minimum of 2 years practical experience in an L1 support role.
• Practical experience in software development life cycle.
• A flexible approach to work under pressure and making sure certain tasks are done is of paramount importance.

The selected candidate should be willing to work remotely on roster of shifts (US/UK/AUS)

We offer a world class working environment with a pleasant and progressive culture that can help you reach optimum heights in your career. If you believe you have what it takes

APPLY NOW to [email protected]