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Macsof Technologies

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2.9

based on 9 Reviews

15 Macsof Technologies Jobs

Technical Support Engineer

Macincode Technologies Private Limited

2.9

based on 9 Reviews

1-4 years

Salem, Chennai

1 vacancy

Technical Support Engineer

Macsof Technologies

posted 3mon ago

Job Role Insights

Key skills for the job

Linux Administration Hardware Networking Product Management Windows System Administration IT Infrastructure Operating Systems

+ 2 more

Job Description

Join our team to provide technical assistance and support to customers, resolving software and hardware issues promptly and efficiently. Utilize your problem-solving skills and technical expertise to ensure customer satisfaction and enhance product performance. Collaborate with cross-functional teams in a dynamic and rewarding environment.

Job Responsibilities

Provide technical assistance and support to customers via phone, email, chat, or remote sessions, troubleshooting software and hardware issues and providing timely resolutions.

Diagnose and analyze technical problems reported by customers, utilizing troubleshooting tools, logs, and diagnostic techniques to identify root causes and recommend solutions.

Resolve technical issues promptly and efficiently, guiding customers through step-by-step solutions, providing workarounds, or escalating complex issues to higher-level support teams as needed.

Document customer interactions, issues, and resolutions in a detailed and organized manner, maintaining accurate records and knowledge base articles to facilitate knowledge sharing and continuous improvement.

Test and validate software releases and patches, reproducing reported issues in test environments, and collaborating with development teams to verify bug fixes and ensure product quality.

Educate customers on product features, functionality, and best practices to maximize their use and adoption of the software, conducting training sessions, webinars, and workshops as needed.

Gather and relay customer feedback, feature requests, and enhancement suggestions to product management and development teams, advocating for customer needs and contributing to product improvements.

Job Requirements

Strong technical background with proficiency in troubleshooting software and hardware issues, knowledge of operating systems (e.g., Windows, macOS, Linux), networking concepts, and IT infrastructure.

Excellent customer service and communication skills, with the ability to effectively communicate technical information to non-technical users, empathize with customer concerns, and deliver solutions in a professional and courteous manner.

Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues independently or collaboratively within a team environment.

Attention to detail and meticulousness in documenting customer interactions, issues, and resolutions accurately, ensuring thoroughness and completeness in problem resolution and follow-up.

Ability to adapt to changing priorities, work under pressure, and multitask effectively in a fast-paced and dynamic technical support environment, demonstrating flexibility and resilience in handling diverse customer needs and challenges.

Skill & Experience

Proficiency in troubleshooting software and hardware issues, with the ability to analyze and diagnose technical problems, identify root causes, and implement effective solutions.

Strong technical background and knowledge of operating systems (e.g., Windows, macOS, Linux), networking protocols, hardware components, and IT infrastructure, enabling effective support and problem resolution.

Excellent customer service skills, with the ability to communicate technical information clearly and concisely, empathize with customer concerns, and provide solutions in a professional and customer-centric manner.

Strong documentation skills, including the ability to accurately record customer interactions, issues, and resolutions, and maintain comprehensive knowledge base articles and support documentation

Employment Type: Full Time, Permanent

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