Role & responsibilities
Respond promptly to customer inquiries via email and chat, providing accurate and courteous technical assistance.
Diagnose and troubleshoot software, hardware, and system-related issues based on customer-reported problems.
Assist users in product configurations, installations, and technical setups.
Collaborate with internal teams to resolve complex technical issues and escalate cases when necessary.
Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
Maintain up-to-date knowledge of the companys products, services, and technical updates.
Build and sustain robust customer relationships to enhance satisfaction and loyalty.
Identify recurring technical issues and provide feedback to improve product performance
Ability to work in shifts, including weekends or public holidays, as required.
Familiarity with CRM systems and ticketing tools

Additional Qualification and Skills:
Robust written communication skills with the ability to explain technical concepts clearly.
Software Installation and Training.

📌 Technical Support Engineer Email Ahmedabad (India)
🏢 Petpooja
📍 India