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Customer Support Engineer

2.00 to 6.00 Years   Erode,Other Tamil Nadu   16 Mar, 2025
KARINS INTECH PRIVATE LIMITED
Job LocationErode,Other Tamil Nadu
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Key Responsibilities:1. Customer Support & Issue Resolution Provide technical assistance to customers via email, chat, and phone. Diagnose and troubleshoot application issues (software bugs, configuration errors, compatibility issues). Escalate complex technical issues to L2/L3 teams or development teams when needed.2. Application Monitoring & Maintenance Monitor application performance and uptime to ensure minimal disruption. Work with log files, error reports, and debugging tools to identify root causes.3. Documentation & Knowledge Management Maintain FAQs, troubleshooting guides, and SOPs for common issues. Contribute to the internal knowledge base for future reference. Document issue resolutions and provide feedback to product teams.4. Customer Training & Guidance Assist users in application onboarding, setup, and configuration. Conduct training sessions or create user manuals for customers. Guide customers on best practices for application usage to reduce errors.5. Collaboration with Internal Teams Work closely with developers, QA teams, and product managers to address recurring issues. Provide feedback on application usability and potential enhancements. Assist in UAT (User Acceptance Testing) for new application features before release.6. SLA & Ticket Management Adhere to Service Level Agreements (SLAs) for response and resolution times. Use ticketing systems and knowledge of MS office tools to track customer issues.Required Skills & QualificationsTechnical Skills: Strong knowledge of web applications,Soft Skills: Excellent communication & problem-solving skills. Ability to explain technical concepts to non-technical users. Strong customer service mindset and patience.Summary:Primary Goal: Ensure customers can use the application smoothly with minimal issues.Day-to-Day Tasks: Troubleshooting, guiding users, reporting bugs, and collaborating with teams.Key Requirement: Balance technical expertise with excellent customer support skills.Job Type: Full-timeBenefits: Health insuranceShift: Day shiftWork Location: In person,

Keyskills :
Strong knowledge of web applicationsExcellent communicationproblemsolving skillsAbility to explain technical concepts to nontechnical usersStrong customer service mindset

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