Product Support Engineer

As a Customer Support Specialist, your primary responsibility will be to respond promptly to customer inquiries through various channels such as phone, email, chat, or ticketing systems. You will troubleshoot and resolve functional and technical software issues by identifying root causes and providing effective solutions. Additionally, you will guide users with clear, step-by-step instructions to resolve issues and enhance product usage. Your role will also involve assisting customers with installation, setup, configuration, and general use of our software products and supported third-party solutions. You will monitor application performance, report bugs, or recurring issues to relevant internal teams, and escalate unresolved or complex issues to departments such as Development, QA, or Product Management. Furthermore, you will be responsible for maintaining thorough documentation of issue resolutions, procedures, and known issues for internal and customer use. Collaborating with cross-functional teams to improve product support and customer satisfaction will be an integral part of your responsibilities. Conducting user training sessions or walkthroughs to support smooth adoption and usage of software will also be expected. To excel in this role, you must hold a Bachelor's degree in Computer Science, Information Technology, or a related field. A strong understanding of software applications, user environments, and troubleshooting best practices is essential. Hands-on experience with help desk platforms, ticketing systems, and remote support tools will be advantageous. Excellent analytical and problem-solving abilities along with a customer-friendly approach to communication are key requirements. Strong written and verbal communication skills, the ability to prioritize, multitask, and efficiently manage time in a fast-paced, customer-facing environment are crucial. A proactive attitude with a customer-first mindset and excellent interpersonal skills will contribute to your success in this role. This is a full-time, permanent position with an in-person work location.,