Our client is seeking for dedicated and customer-focused Software
Technical Support Engineer to join our technical support team. In this role, you will be
responsible for assisting our clients with enterprise Project implementations,
troubleshooting, resolving software-related issues, and providing timely and effective
technical solutions. The ideal person possesses excellent problem-solving skills, strong
communication abilities, and a passion for delivering exceptional customer experiences. The
ideal person possesses a deep technical understanding, excellent communication skills,
and a knack for translating technical concepts into business value.
- Issue Resolution: Respond to customer inquiries and support requests via various
channels, including phone, email, and chat. Diagnose and troubleshoot software-related problems, providing step-by-step guidance to effectively resolve issues.
- Technical Expertise: Develop a deep understanding of our software products,
their functionalities, configurations, and underlying technologies. Stay updated on
product updates and enhancements to provide accurate information to clients. Problem Solving: Analyze complex technical problems and provide innovative
- Documentation: Maintain accurate and comprehensive records of customer
interactions, including issues, resolutions, and recommendations. Contribute to the
knowledge base by creating and updating articles to assist both customers and
- Proof of Concept (PoC): Develop and execute PoCs to showcase the software's
capabilities within the client's environment. Demonstrate the feasibility and value of
our solutions to address their specific pain points.
- Technical Consultation: Serve as a trusted technical advisor to clients, answering
their questions and providing insights on implementation, integration, scalability,
security, and customization options.
- Competitive Analysis: Stay informed about market trends and competitors'
offerings. Provide insights to the sales team on our competitive advantage. Training and Knowledge Sharing: Provide training sessions and workshops to
sales teams to enhance their understanding of technical aspects and effective selling
points of our software. Provide training sessions and webinars to customers on
software features, best practices, and troubleshooting techniques.
- Remote Assistance: Utilize remote desktop tools to access clients' systems and
provide real-time support. Guide clients through the process of resolving issues or
configuring software settings.
- Customer Communication: Communicate technical information in a clear and
understandable manner to both technical and non-technical users. Keep customers
informed about the status of their support requests and expected resolution times.
- Product Feedback: Gather customer feedback regarding software functionality,
usability, and potential enhancements. Relay insights to the product development
team for continuous improvement.
- Escalation Management: Escalate complex or critical issues to higher tiers of
support or development, ensuring prompt attention and resolution while keeping
- Continuous Learning: Stay updated with the latest industry trends, technologies,
and software updates to maintain a high level of technical expertise. Get technically
Certified by Software Vendors.