Technical Support Engineer

Job Description

Responsibilities: Providing excellent support to customers during every single interaction Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts for the product (Laptops, Desktops, Printer etc.) Assisting end users to avoid or reduce problem occurrences. Work in day shift and if it requires need to support 24/7 shift too. Engaging support as needed to ensure SLA demands are met. Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement. Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence. Providing direction and guidance to process improvements. Articulating recommendations and explain resolutions to clients. Partnering actively with the Sales Pursuit team