Sonovision - Technical Support Engineer - Troubleshooting

Job Title : Technical Support Engineer

Responsibilities
 Customer Support: Provide technical support to customers, addressing inquiries, troubleshooting issues, and resolving problems related to software, hardware, or network systems.
 Problem Resolution: Diagnose and resolve technical issues through effective problem-solving skills, escalating more complex issues to higher levels of support as needed.
 Documentation: Create and maintain detailed and accurate documentation of customer issues, solutions provided, and troubleshooting steps.
 Communication: Communicate technical information in a clear and understandable manner to customers, both verbally and in writing.
 Remote Assistance: Use remote desktop tools to assist customers in real-time, guiding them through solutions or resolving technical problems.
 Collaboration: Collaborate with cross-functional teams, including development and quality assurance, to escalate and resolve complex technical issues.
 Knowledge Base. Contribute to the development and enhancement of a knowledge base for common issues and solutions to empower both customers and the support team.
 Product Feedback: Provide feedback to the product development team based on recurring customer issues and suggestions for product improvement.
 Customer Training: Conduct training sessions for customers on using and troubleshooting the product effectively.
 Quality Assurance: Participate in quality assurance activities to ensure that products meet customer expectations and technical specifications.

Qualifications
 Bachelor's degree in Information Technology, Computer Science, or a related field.
 Proven experience as a Technical Support Engineer or in a similar customer-facing technical role.
 Strong knowledge of software, hardware, and network systems.
 Excellent problem-solving and troubleshooting skills.
 Effective communication skills, both written and verbal.
 Familiarity with remote desktop tools and support software.
 Customer-focused with a commitment to providing excellent service.
 Ability to work independently and collaboratively in a team environment.
 Knowledge of customer relationship management (CRM) tools is a plus.
 Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are advantageous.

(ref:hirist.tech,