BlackStone eIT, a leading computer software company, is seeking a highly skilled and experienced Senior Support Engineer to join our Help Desk team. As a Senior Support Engineer, you will play a crucial role in providing technical support and assistance to our clients. Your strong technical knowledge, excellent problem-solving skills, and leadership abilities will be instrumental in ensuring customer satisfaction and maintaining our reputation for quality service.
Responsibilities
- Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
- Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
- Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
- Mentor and provide guidance to junior support engineers, assisting in their professional development.
- Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
- Assist customers with product installations, configurations, and updates.
- Offer 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.
- Minimum of 5 years of experience in technical support, help desk, or a similar role.
- Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
- Basic knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc
- Excellent communication and interpersonal skills to interact effectively with customers.
- Familiarity with customer support tools and CRM systems.
- Proven leadership abilities and experience mentoring junior support engineers.
- Strong problem-solving and analytical skills.
- Patience, empathy, and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Excellent communication and teamwork skills.
- Detail-oriented and committed to delivering high-quality results.
Benefits
- Paid Time Off
- Work From Home
- Performance Bonus
- Training & Development
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