Posted:3 weeks ago|
Platform:
Work from Office
Full Time
The Technical support engineer focused on resolving common user issues related to Customer products such as external drives, SSDs, docks, and RAM upgrades. Provides fast, courteous, and accurate support for customers via phone, email, or chat.
* Respond to customer queries related to product setup, basic functionality, and known issues.
* Walk customers through installation/setup of SSDs, memory, and docks.
* Assist with initial troubleshooting steps like drive detection, cable checks, power issues, and connectivity.
* Create, update, and close tickets in the support CRM system.
* Provide basic guidance on software utilities (e.g., SoftRAID, Drive Dock Utility).
* Escalate advanced issues to Level 2 support with detailed documentation.
* Familiarity with macOS and Windows file systems
* Understanding of Thunderbolt, USB-C, and SATA interfaces
* Basic RAID concepts
* Disk formatting and partitioning tools (Disk Utility, Windows Disk Management)
* Strong communication and active listening
* Patience with non-technical users
* Quick learner and team collaborator
Regards,
Balaram K
Aurum Data Solutions
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