Customer Support Engineer

5 days ago


Dubai, Dubai, United Arab Emirates AL Rostamani Group LLC. Full time

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Customer Support Engineer - Commercial Vehicles

Company: Al Rostamani Group of Companies LLC

The Customer Support Engineer will be responsible for providing advanced technical support to our customers, ensuring the resolution of complex issues, and maintaining a high level of customer satisfaction. This role requires a deep understanding of our products, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

Job Responsibilities
  • Technical Support:
    • Provide advanced technical support to customers via phone, email, and chat.
    • Collaborate with cross-functional teams, including engineering and product management, to resolve customer issues.
  • Customer Interaction:
    • Act as the primary point of contact for high-priority customer issues.
    • Communicate effectively with customers to understand their issues and provide timely updates.
    • Ensure a high level of customer satisfaction through professional and empathetic communication.
  • Documentation and Knowledge Sharing:
    • Create and maintain detailed documentation of customer issues and resolutions.
    • Develop and update knowledge base articles to help customers resolve common issues.
    • Mentor and train workshop engineers to enhance their technical skills and customer service abilities.
  • Product Feedback:
    • Gather and analyze customer feedback to identify common issues and areas for improvement.
    • Provide detailed feedback to the product development team to help improve product quality and usability.
  • Stay up-to-date with the latest industry trends and technologies.
Job Requirements
  • Education:
    • Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
  • Experience:
    • Minimum of 3 years of experience in a technical support role, preferably in a senior or lead capacity.
  • Technical Skills:
    • Strong understanding of commercial vehicles.
    • Proficiency in resolving complex technical issues.
  • Soft Skills:
    • Excellent communication and interpersonal skills.
    • Strong problem-solving and analytical abilities.
    • Ability to work independently and as part of a team.
    • High level of empathy and customer focus.
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