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Hex Wireless

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1.7

based on 8 Reviews

1 Hex Wireless Job

Support Engineer - Product Support

Hex Wireless Pvt. Ltd.

1.7

based on 8 Reviews

1-5 years

Vadodara

1 vacancy

Support Engineer - Product Support

Hex Wireless

posted 20d ago

Job Role Insights

Key skills for the job

Operating Systems Product Support Continuous Improvement Technical Documentation Customer Satisfaction Software Troubleshooting

Job Description

You will work as a member of the support team, who will be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment

Key Responsibilities:

Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions, and demonstrating strong problem-solving skills

Deliver timely and clear communication to customers regarding the status of their inquiries, ensuring transparency and customer satisfaction throughout the support process

Confirm and report defects to the development team once the applicable analysis has been completed with the customer, facilitating seamless communication between support and development teams to ensure swift resolution of issues

Maintain comprehensive technical documentation for product solutions knowledge base, contributing to the continuous improvement of support resources and enabling efficient issue resolution

Support all components and processes of product software, demonstrating a comprehensive understanding of the product ecosystem and its functionalities

Assist with new and existing client software versions over the phone, Skype, and via web-conferencing (desktop sharing) within established SLAs and SLOs, ensuring smooth onboarding and minimal disruption to client operations

Take ownership of customer issues and proactively seek resolution while prioritizing overall customer satisfaction, demonstrating empathy and professionalism in all interactions

Collaborate with teams responsible for operating systems, databases, hardware, and product updates to ensure seamless integration and

deployment of updates to customers, contributing to the enhancement of product performance and reliability

Contribute to technical blog and content creation efforts, sharing insights, best practices, and troubleshooting tips to enhance customer knowledge and support self-service initiatives

Skills and Qualifications:

Bachelors degree in CS or Electronics Communication

Fresher with a strong foundation in troubleshooting software and operating system issues

Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively

Strong problem-solving abilities and a proactive approach to issue resolution

Ability to work effectively both independently and collaboratively in a team environment

Familiarity with remote support tools and technologies

A passion for continuous learning and professional development

Employment Type: Full Time, Permanent

Read full job description

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What people at Hex Wireless are saying

What Hex Wireless employees are saying about work life

based on 8 employees

43%

100%

Monday to Friday

No travel

Day Shift

View more insights

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