- This role involves diagnosing problems,providing solutions,and ensuring a positive customer support experience
Freshers / Experience candidates can apply
- The Software Support Engineer is a key member of the technical support team, responsible for assisting customers or clients with technical issues related to software products or applications
- This role involves diagnosing problems, providing solutions, and ensuring a positive customer support experience
Key Responsibilities:
- Customer Support: Respond to customer inquiries and technical issues via phone, email, or chat, providing prompt and effective assistance
- Issue Diagnosis: Analyze and troubleshoot software-related problems reported by customers, identifying root causes and potential solutions
- Problem Resolution: Provide step-by-step guidance and instructions to customers to help them resolve technical issues with software products
- Documentation:
Maintain detailed records of customer interactions, including issues, resolutions, and follow-up actions taken
- Escalation: Escalate complex or unresolved technical issues to higher-level support or development teams and follow up on progress
- Product Knowledge: Stay updated on software products, current features, and updates to provide accurate information and support
- Feedback: Collect and summarize customer feedback, making recommendations for product improvements or enhancements
- Knowledge Sharing: Share knowledge and solutions with team members to improve overall support efficiency
- Training: Assist in creating and updating customer support documentation, knowledge base articles, and training materials
- Quality Assurance: Ensure that customer support meets or exceeds service level agreements (SLAs) and maintains high levels of customer satisfaction
📌 Software Support Engineer (Kochi)
🏢 Tedsys Technologies
📍 Kochi
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