Customer Support Engineer

InfyStrat; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company is seeking a dedicated Customer Support Engineer to join their customer success team. The role involves providing exceptional technical support, diagnosing problems, and ensuring customer satisfaction. Ideal candidates will have a strong technical background, excellent communication skills, and a passion for delivering outstanding service.

Qualifications

• 3+ years of experience in a customer support role, preferably in a technical environment.
• Strong understanding of software applications and troubleshooting methodologies.
• Ability to manage multiple priorities while maintaining professionalism.

Responsibilities

• Respond to customer inquiries and support requests via phone, email, or chat.
• Diagnose technical issues and provide effective solutions.
• Document and track support requests in the ticketing system.

Skills

Communication

Troubleshooting

Customer Service

Interpersonal Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Support ticketing systems

Remote assistance tools

Job description

InfyStrat is seeking a dedicated Customer Support Engineer to join our customer success team. In this role, you will be responsible for providing exceptional technical support to our clients, ensuring their issues are resolved efficiently and effectively. You will work closely with customers to diagnose problems, implement solutions, and provide guidance on best practices for our products and services. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering outstanding customer service. At InfyStrat, we believe in building long-lasting relationships with our clients, and your efforts will be vital in maintaining their trust and satisfaction.

Responsibilities

• Respond to customer inquiries and support requests via phone, email, or chat.
• Diagnose technical issues and provide effective solutions to customers.
• Document and track support requests in the ticketing system.
• Collaborate with development and engineering teams to resolve complex issues.
• Provide training and support documentation to empower customers to use our products effectively.
• Monitor customer satisfaction and seek feedback to improve service delivery.
• Stay up-to-date with product updates and industry trends to offer informed support.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in a customer support role, preferably in a technical environment.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
• Proficiency in using support ticketing systems and remote assistance tools.
• Ability to manage multiple priorities and maintain a high level of professionalism.
• Familiarity with databases, APIs, and web technologies is a plus.