Customer Support Engineer Responsibilities and Duties

Provide support to customer programming staff in all products and perform troubleshoot on all field inquiries.

Monitor all assign cases for customer support and update all activities on company tracking system.

Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate

support for same.

Administer all resources and ensure delivery of product fixes within timeframe.

Manage all customer issues and if required escalate it to required departments.

Assist all junior engineers in complex cases and evaluate products for customers.

Provide support to all developers and evaluate customer designs and recommend procedures for optimal use of products as per guidelines.

Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services.

Manage requests from internal and external clients and resolve it through email and phone.

Maintain accurate customer documents and prepare reports for all issues and resolutions.

Oversaw all night backups and perform routine maintenance on server and administer all network threats and alarms.

Provide solutions to all customers and partners and ensure effective deployment.

Administer all contractual obligations for clients and escalate issues if required.

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