BlackStone eIT, a leading computer software company, is seeking a skilled and dedicated Software Technical Support Engineer to join our dynamic team. As a Software Technical Support Engineer, you will play a crucial role in providing technical support and assistance to our clients. Your excellent problem-solving skills and strong technical knowledge will be invaluable in ensuring customer satisfaction and maintaining our reputation for quality service.
Responsibilities
- Serve as the primary point of contact for customer inquiries, technical issues, and support requests
- Diagnose and troubleshoot software issues, both independently and in collaboration with the development team
- Provide timely and effective solutions to customer problems, ensuring their satisfaction and success
- Document and track support tickets, issues, and resolutions in a CRM or support ticketing system
- Assist customers with product installations, configurations, and updates
- Offer guidance and training to customers on how to effectively use our software products
- Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues
- Identify trends in customer support requests and work to improve product usability and customer experience
- Stay up-to-date with product knowledge and updates to provide accurate and helpful assistance
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Proven experience in technical support, software support, or a similar role
- Strong understanding of software products and the ability to troubleshoot technical issues
- Excellent communication and interpersonal skills to interact effectively with customers
- Familiarity with customer support tools and CRM systems
- Strong problem-solving and analytical skills
- Patience, empathy, and a customer-centric mindset
- Willingness to learn and adapt to new software and technologies
- Ability to work independently and as part of a team
- Excellent communication and teamwork skills
- Detail-oriented and committed to delivering high-quality results
