Customer Support Engineer job description
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What does a Customer Support Engineer do?
The Customer Support Engineer provides technical assistance and support to customers, ensuring swift resolution of issues and enhancing customer satisfaction. This role is crucial for maintaining client relationships and promoting the effective use of company products and services.
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What are the Key Responsibilities of Customer Support Engineer
- Respond to customer inquiries through various communication channels.
- Diagnose and troubleshoot technical problems reported by customers.
- Ensure timely and accurate solutions to customer issues.
- Document customer interactions and technical issues.
- Collaborate with internal teams to resolve complex issues.
- Develop customer support documentation.
- Participate in product testing for quality assurance.
What are the Skills and Requirements for a Customer Support Engineer?
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills.
- Knowledge of customer support software and CRM systems.
- Technical proficiency in company products.
- Ability to work in a fast-paced environment.
What are the KPIs to track for Customer Support Engineer?
The performance of a Customer Support Engineer is evaluated through resolution time of support tickets, customer satisfaction scores, and the ability to handle complex technical issues effectively.
Resolution Time
Reduce average time-to-resolution for customer issues.
Customer Satisfaction
Maintain or improve customer satisfaction scores.
Technical Issue Management
Effectively resolve complex technical issues.
Reports to
Customer Support Manager
Collaborates with
Engineering, Product Development
Leads
N/A
Are any specific tools or software required for the Customer Support Engineer role?
- Zendesk
- Salesforce
- JIRA
- Confluence
What is the qualification of Customer Support Engineer?
Bachelor's degree in Computer Science or related field, with 2-4 years of experience in technical support or a similar role.
