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WN Infotech

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347 WN Infotech Jobs

Post-Sales Support Engineer

WN Infotech

2-5 years

Noida, Pune, Gurgaon / Gurugram + 1 more

1 vacancy

WN Infotech

posted 5d ago

Job Role Insights

Key skills for the job

Computer Science Customer Support Information Technology Linux Administration Product Management Analytical Chemistry

+ 3 more

Job Description

Job Summary

The Post-Sales Support Engineer will play a pivotal role in ensuring customer satisfaction and success post-purchase by delivering timely, accurate, and high-quality technical support. This role involves working closely with clients to resolve any technical issues, providing troubleshooting assistance, and ensuring the seamless integration of products or solutions. The Post-Sales Support Engineer will collaborate with other departments, such as sales, product management, and engineering, to improve product offerings and enhance customer experience.

Your Role and Responsibilities

Customer Support: Provide expert technical support to customers after the product sale, addressing technical inquiries, troubleshooting issues, and resolving problems efficiently.

Installation and Configuration: Assist customers in the installation, configuration, and deployment of products and solutions, ensuring smooth integration with existing systems.

Product Training: Conduct training sessions and webinars for customers, guiding them on how to use products effectively and optimize their functionalities.

Issue Resolution: Investigate and resolve escalated product-related issues through advanced troubleshooting techniques. Collaborate with engineering or product teams for complex problem resolution.

Documentation: Maintain comprehensive records of customer interactions, technical issues, and resolutions within the CRM or support systems.

Customer Feedback: Collect feedback on customer experiences to identify areas for improvement in products or services.

Product Updates and Upgrades: Communicate product updates, patches, or upgrades to customers and provide support during implementation.

Knowledge Sharing: Develop and maintain knowledge bases, FAQs, and technical documents to assist customers in resolving common issues independently.

Cross-functional Collaboration: Collaborate with Sales, Product, and Engineering teams to relay customer feedback, feature requests, and product performance insights.

Required Technical and Professional Expertise

Technical Troubleshooting: Expertise in diagnosing and troubleshooting technical issues related to hardware, software, and network systems.
Product Knowledge: In-depth understanding of the company's product suite, including setup, configuration, and troubleshooting.
Communication Skills: Exceptional written and verbal communication skills, with the ability to convey complex technical information to non-technical users.
Customer Relationship Management (CRM): Experience with CRM systems and post-sales support platforms, such as Salesforce or Zendesk.
Analytical Thinking: Strong problem-solving skills with the ability to analyze complex technical issues and devise practical solutions.
Teamwork: Ability to collaborate effectively with cross-functional teams and handle customer issues in a team-oriented environment.
Time Management: Strong organizational skills with the ability to manage multiple support tickets and customer queries simultaneously.

Qualification & Experience Required

Educational Qualifications:

Bachelor s or Master s degree in Computer Science, Information Technology, Engineering, or a related field.

Experience:

2 to 5 years of experience in post-sales technical support, IT support, or a similar role.
Previous experience in customer-facing roles within technology or product-based industries is preferred.

Certifications (Desirable):

Relevant certifications, such as ITIL Foundation, CompTIA Network+, or Certified Technical Support Specialist (CTSS), will be an added advantage.

Technical Skills:

Proficiency in operating systems (Windows, Linux, macOS) and networking concepts.
Familiarity with troubleshooting tools, remote desktop applications, and support software.
Experience with cloud platforms, databases, and enterprise solutions is a plus.

Employment Type: Full Time, Permanent

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