Excell Broadband is looking for Support Engineer to join our dynamic team and embark on a rewarding career journey

Customer Support:Respond to customer inquiries, issues, and requests in a timely and professional manner
Provide clear and concise communication to guide customers through issue resolution
Technical Troubleshooting:Diagnose and troubleshoot technical issues related to software, hardware, or network configurations
Collaborate with cross-functional teams to resolve complex technical problems
Documentation:Create and maintain comprehensive documentation, including FAQs and troubleshooting guides
Document and track customer interactions and solutions for future reference
Product Knowledge:Stay up-to-date with product features, updates, and enhancements
Provide input to product teams based on customer feedback and recurring issues
Remote Assistance:Utilize remote desktop tools to assist customers in real-time problem resolution
Guide customers through step-by-step solutions and configurations
Customer Training:Conduct training sessions for customers to enhance their understanding of the product
Develop training materials and resources to empower customers to use the product effectively
Collaboration:Work closely with other support engineers, developers, and product managers to address customer needs
Collaborate with the sales team to provide technical support during pre-sales and post-sales activities
Continuous Improvement:Identify areas for improvement in processes, tools, and customer service strategies
Participate in knowledge-sharing sessions to enhance the overall technical expertise of the support team

Support Engineer

Job Description

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