Support Engineer

1 week ago

Dubai, Dubai, United Arab Emirates BlackStone eIT Full time 60,000 - 80,000 per year

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.

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