Technical customer support engineer

• Provide Level 1 Technical support (Voice Support) to customers through various channels such as phone, email, chat.
• Identify and analyze technical issues reported by customers and troubleshoot problems to determine the root cause.
• Work towards resolving technical issues by providing step-by-step instructions, guiding customers through solutions, or escalating complex issues to higher-level support teams.
• Document and maintain records of customer interactions, technical issues, and solutions for future reference.
• Stay updated on product or service features and updates to effectively assist customers and answer their queries.
• Communicate technical information in a clear and understandable manner to customers with varying levels of technical expertise.
• Collaborate with other departments, such as development or product teams, to provide feedback on recurring technical issues and contribute to continuous improvement.
• Educate customers on the proper use of products or services to prevent future technical issues.
• Collect and provide feedback from customers to help improve products, services, and support processes.
• Stay adaptable and keep up to date with new technologies and changes in products or services.
• Design and develop visually appealing, interactive dashboards and reports using Power BIs features, like charts, maps, KPIs, and filters.
• Apply design best practices to ensure reports are intuitive and align with the organizations branding and objectives.

Skills Required:

• Strong technical knowledge related to the Diesel products, various Diagnostic tools handling and services being supported.
• Strong problem-solving skills to diagnose and resolve technical issues efficiently.
• Ability to analyze problems, think critically, and develop effective solutions in short span.
• Excellent communication skills to convey technical information to non-technical customers clearly.
• Persistence and compassion when dealing with customers, especially those with limited technical knowledge.
• Capability to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
• A customer-centric approach with a focus on providing excellent service.
• Ability to work collaboratively with other team members and departments.
• Accurate and detailed documentation of customer interactions and issue resolutions.
• Readiness to adapt to new technologies and procedures.
• Efficiently manage time to meet service level agreements and customer expectations.