Customer Support Engineer

Purpose of Job

• The primary goal of a customer support engineer is to elicit the full satisfaction and success of customers. He should always strive to exceed expectations of customers by providing empathetic, patient, yet efficient support via a single channel and person.
• Working with other departments to ensure that a business is truly meeting customer needs.

Duties and Responsibilities

• Answering questions and troubleshooting customer problems through visits, phone, email, and chat.
• Assisting customers with onboarding of a company’s service and also guide clients within implementing and finishing issues as needed.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve the issues.
• Communicating and coordinating with colleagues and internal concerned departments as necessary.
• Reviewing and detailing shop drawings for construction plans.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Collecting prompt and accurate feedback from customers.
• Ensuring customer satisfaction and providing professional customer support.
• Providing feedback on the efficiency of the customer service process.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Acknowledging and resolving customer complaints.
• Responding promptly to customer inquiries.
• Maintaining professional relationships with clients.
• Preparing accurate and timely reports.
• Prioritizing and managing several open issues at one time.