Technical Support Engineer in Pune, Bangalore

Job Description:

Education qualification: Dip/Degree- in Electronics or Instrumentation or Mechanical
Work Experience: 2 to 4 years Previous Experience in Gauging Field of Installation, Field support to customer, Increase sales target.
Work locations: Pune, Bangalore

Job Responsibilities
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
You will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
You will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

• Research and identify solutions to software and hardware issues
• Track product and or software issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Follow up with clients to ensure their product and services are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
• Assist management in creating training materials pertaining to troubleshooting and usage
• Organize and file documentation pertaining to warranties and instructional guides

Job Description
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Refer to internal database or external resources to provide accurate tech solutions
• Actively update, maintain and monitor all aspects of computer networks
• Install and configure software and applications as appropriate
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Install and configure applications, monitor and maintain product functionality
• Prioritize and manage the workflow, diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion so that they understand the nub of the problems.
• Keep track of users’ system issues until they are resolved by adhering to the agreed timelines.
• To resolve complex problems, engineers interact with clients through phone, emails or chats and provide unambiguously written instructions or technical manuals.
• Train other team members and client on how to use different ways and usage of application
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Assist in training junior Customer Support Representatives
• All other responsibilities given by Management