Product Support Engineer

Capillary Technologies India Pvt. Ltd. is looking for Product Support Engineer to join our dynamic team and embark on a rewarding career journey

• This role ensures that customers have a positive experience with the product and that any technical issues are addressed promptly and effectively

Key Responsibilities:

• Customer Support:Serve as the primary point of contact for customers seeking technical assistance or support related to the company's products
• Communicate with customers through various channels, including email, phone, chat, and remote desktop tools
• Technical Troubleshooting:Diagnose and resolve technical issues, including software, hardware, and network-related problems
• Analyze and interpret customer issues to provide accurate and timely solutions
• Knowledge Base:Maintain and update the company's knowledge base, FAQs, and support documentation to assist customers in finding self-help solutions
• Create and document troubleshooting procedures for recurring issues
• Product Training:Provide product training and guidance to customers to help them maximize the value of the product
• Develop training materials and conduct webinars or tutorials as needed
• Issue Escalation:Collaborate with cross-functional teams, including software developers and product managers, to escalate and resolve complex technical issues
• Ensure timely and effective resolution of escalated cases
• Quality Assurance:Participate in quality assurance and testing of new product releases or updates
• Identify and report bugs and issues to the development team for further investigation and resolution
• Feedback and Improvement:Collect and relay customer feedback to help improve the product's functionality, user experience, and reliability
• Contribute to the development of product improvements based on customer insights
• Reports and Documentation:Generate reports on customer support metrics, such as response times, issue resolution rates, and customer satisfaction
• Maintain detailed records of customer interactions and technical solutions