Customer Support Engineer 🎉
- Dar es Salaam, Tanzania
- viaKaziConnect
14 hours ago
Tsh
1,000,000 - 3,000,000/-
Mid Level
Information Technology
2 - 5 years
Bachelor’s degree in Computer Science, Information Technology, or a related field
Job Summary
As a Customer Support Engineer will be responsible for providing technical support to our customers, resolving technical issues, and ensuring that our products and services meet their needs. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate complex technical issues in an accessible and clear manner. You will be a key player in maintaining customer relationships and ensuring the continued success of our products.
Duties And Responsibilities
- Respond to customer inquiries, resolve technical issues, and troubleshoot software and hardware problems in a timely manner, using email, chat, phone, or remote tools.
- Diagnose and resolve technical issues with our products, ensuring quick and effective solutions. Escalate unresolved issues to the appropriate teams when necessary.
- Gain in-depth knowledge of our products and services to offer tailored solutions, guide customers through complex installations, and provide maintenance support.
- Provide training and support to customers to help them understand our products and best practices for optimal use.
- Create and maintain detailed documentation of support processes, technical issues, and solutions for future reference and training purposes.
- Work closely with engineering, product, and sales teams to report product defects and suggest improvements. Collaborate to resolve issues and provide feedback for product development.
- Ensure customer satisfaction by maintaining effective communication throughout issue resolution, following up to ensure that issues are fully resolved.
- Collect feedback from customers to share with the product team and identify areas for improvement.
Education Other Skills Required
- Bachelor’s degree in Computer Science, Information Technology, or a related field. Equivalent experience may also be considered.
- At least 3 years of experience in a technical support role, ideally in a tech or SaaS environment.
- Proven experience in troubleshooting hardware and software, providing solutions to complex technical problems.
- Experience in customer-facing roles, such as technical support, customer success, or service delivery.
- Strong understanding of software, hardware, and networking concepts.
- Excellent problem-solving and analytical skills with a keen attention to detail.
- Proficiency with troubleshooting tools and methods (e.g., ticketing systems, remote desktop software, diagnostic tools).
- Strong communication skills with the ability to convey complex technical concepts to non-technical audiences.
- Experience with common customer support tools and platforms (e.g., Zendesk, Freshdesk, Salesforce).
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Ability to work independently and as part of a team to resolve issues.
- Experience with cloud-based technologies, APIs, and web services.
- Knowledge of multiple operating systems (Windows, macOS, Linux) and mobile platforms.
- Familiarity with databases, server environments, and network infrastructure.
- Ability to perform detailed product testing and assist in creating support documentation and knowledge base articles.
- Certifications such as ITIL, CompTIA A+, Network+, or vendor-specific certifications (e.g., AWS, Microsoft, Cisco) are a plus.
