Customer Support Engineer

Job Purpose

The Customer Support Engineer will be responsible for providing advanced technical support to our customers, ensuring the resolution of complex issues, and maintaining a high level of customer satisfaction. This role requires a deep understanding of our products, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders

Job Responsibilities

• Technical Support:
  • Provide advanced technical support to customers via phone, email, and chat.
  • Collaborate with cross-functional teams, including engineering and product management, to resolve customer issues.
• Customer Interaction:
  • Act as the primary point of contact for high-priority customer issues.
  • Communicate effectively with customers to understand their issues and provide timely updates.
  • Ensure a high level of customer satisfaction through professional and empathetic communication.
• Documentation and Knowledge Sharing:
  • Create and maintain detailed documentation of customer issues and resolutions.
  • Develop and update knowledge base articles to help customers resolve common issues.
  • Mentor and train workshop  engineers to enhance their technical skills and customer service abilities.
• Product Feedback:
  • Gather and analyze customer feedback to identify common issues and areas for improvement.
  • Provide detailed feedback to the product development team to help improve product quality and usability.
• Continuous Improvement:
  • Stay up-to-date with the latest industry trends and technologies.

Job Requirements

• Education:
  • Bachelor’s degree in Computer Science, Information Technology, Engineering  or a related field.
• Experience:
  • Minimum of 3 years of experience in a technical support role, preferably in a senior or lead capacity.
• Technical Skills:
  • Strong understanding of commercial vehicles
  • Proficiency in resolving complex technical issues.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and as part of a team.
  • High level of empathy and customer focus.