Support Engineer

BlackStone eIT, a leading computer software company, is looking for a dedicated and skilled Support Engineer to join our team. As a Support Engineer, you will play a vital role in providing technical support and troubleshooting assistance to our clients. Your strong problem-solving skills, attention to detail, and commitment to customer satisfaction will contribute to our continued success and customer loyalty.

Responsibilities

• Serve as the primary point of contact for customer inquiries and technical issues.
• Respond to customer support tickets and troubleshoot software and hardware problems.
• Provide timely and effective solutions to customer issues, ensuring their satisfaction and success.
• Document customer interactions, issues, and resolutions in a CRM or support ticketing system.
• Assist customers with software installations, configurations, and updates.
• Offer guidance and training to customers on how to effectively use our software products.
• Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
• Identify and escalate recurring technical issues to the appropriate teams for further investigation and resolution.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, help desk, or a similar role.
• Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills to interact effectively with customers.
• Familiarity with customer support tools and CRM systems.
• Strong problem-solving and analytical skills.
• Attention to detail and a commitment to delivering high-quality results.
• Patience, empathy, and a customer-oriented mindset.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.