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Siemens
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Customer Support Engineer

Customer Support Engineer

Siemens

0 - 4 years

2 - 4 Lacs

Nagpur Maharashtra India

Posted:3 days ago| Platform: Foundit logo

Apply

Skills Required

Customer Relationship Management Troubleshooting Crm

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Technical Support:

Provide timely and effective technical support to customers via phone, email, or on-site visits, resolving product/service-related issues.
Diagnose and troubleshoot product issues, ensuring that they are resolved promptly and efficiently.
Guide customers through step-by-step solutions, ensuring clear and understandable instructions.

Product Installation and Maintenance:

Assist customers in the installation, configuration, and setup of products or systems.
Conduct preventive maintenance and ensure that the customer's product or system is functioning optimally.
Perform regular system checks, upgrades, and software installations to ensure customer systems are up-to-date.

Customer Relationship Management:

Maintain positive relationships with customers, providing ongoing support and ensuring a high level of satisfaction.
Follow up with customers to ensure that issues are fully resolved and offer additional support if necessary.
Record and track customer interactions, service requests, and product issues in the CRM system.

Troubleshooting and Issue Resolution:

Use diagnostic tools and techniques to troubleshoot and resolve technical problems related to the product or service.
Work with the engineering or technical team to identify and resolve complex issues that require escalation.

Documentation and Reporting:

Document all customer interactions, including the details of issues, troubleshooting steps, and resolutions in the service management system.
Generate and submit reports on common customer issues, recurring problems, and system performance trends.

Training and Knowledge Sharing:

Educate customers on product features, usage best practices, and maintenance to prevent issues and enhance product performance.
Continuously update and expand knowledge of products and services to stay ahead of potential technical issues.
Contribute to creating FAQs, help guides, and troubleshooting documentation for customers.

Skills and Qualifications:

Educational Qualifications:
A Bachelor's degree in Engineering (Mechanical, Electrical, Computer Science, IT, etc.) or a related field.
Certifications in customer service or technical support (e.g., ITIL, CompTIA A+) are a plus.
Experience:
Proven experience in technical support, customer care, or engineering roles.
Experience with troubleshooting, diagnosing, and resolving technical issues is highly preferred.
Prior experience in a customer-facing role is an advantage.

Skills:

Strong problem-solving skills and the ability to analyze and troubleshoot technical issues.
Excellent verbal and written communication skills to clearly convey technical information to customers.
Ability to explain complex technical concepts in simple terms.
Good interpersonal skills, with a focus on customer service and satisfaction.
Proficiency in using customer service software (e.g., Zendesk, Freshdesk) and CRM systems.
Knowledge of the company's product/services and technical specifications.

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