Job Description:
As a System Engineer, you will provide technical support to customers, troubleshoot issues, and ensure a smooth user experience. You will work on resolving various technical problems, especially those related to operating systems and common applications, while maintaining excellent communication with customers.
Key Responsibilities:
- Provide remote technical support to customers, troubleshooting issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
- Handle incoming calls and respond to customer emails in a timely manner.
- Manage and resolve customer complaints effectively.
- Escalate issues to supervisors when needed.
- Offer product and service information to customers.
- Research solutions using available resources and resolve customer complaints using relevant software.
- Route calls and tickets to appropriate departments or technical resources.
- Document call information and customer interactions as per standard procedures.
- Identify and notify management about trends in customer calls.
- Create SOPs (Standard Operating Procedures) for new issues and solutions.
- Maintain call logs and generate reports.
Required Skills:
- Excellent communication skills to empathize with and handle irate customers.
- Ability to learn and adapt to new technologies quickly.
- Technical knowledge in troubleshooting base operating system issues.
- Strong skills in troubleshooting applications like Windows, Outlook, Teams, Citrix, VDI, VPN, and security apps.
- Organizational skills to document and manage customer queries and complaints effectively.
