18 Oct
Dhanasekar Yogavalli (Proprietor Of Vertical Solutions)
Chennai
Description
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. To be successful in this role,
you should have excellent problem-solving skills and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.
Responsibilities
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Skills and Qualifications
- Bachelor's degree in Computer Science, Engineering or relevant field
- 0-0 years of experience in a technical support role
- Experience with remote desktop applications and help desk software (e.g. Zendesk)
- Familiarity with common software and hardware issues
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Customer-oriented attitude
- Ability to work well in a fast-paced environment
▶️ Freshers for Technical Support Engineer
🖊️ Dhanasekar Yogavalli (Proprietor Of Vertical Solutions)
📍 Chennai