We are looking for a dedicated support engineer to ensure that our customers technical queries are resolved in a timeous and satisfactory manner. In this role, your duties will include assisting customers with application installations, resolving queries via our desktop support solutions, and escalating serious issues to the software development team.

To ensure success as a support engineer, you should exhibit extensive experience in providing IT support to customers in a fast-paced setting. Outstanding support engineers combine their IT expertise with exceptionally high standards in customer support. The support engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Skills Required:

A bachelors degree in computer science, information technology, or similar.
Minimum 1 year of experience as a software support engineer.
Proven working experience in software support, IT support or as a technical engineer
Strong analysis and problem-solving skills
Learn and gather in-depth knowledge of the product.
Excellent written and verbal communication skills
Excellent client-facing skills. Must be able to communicate politely and patiently with customer.
Must be Self-motivated, disciplined and a very good team player
Proficiency in documenting processes and monitoring performance metrics.
Ability to relay important application feedback to cross functional teams and departments

Roles and Responsibilities:

Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate information/solution to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity.

Application Support Engineer

Job Description

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