Field Service Sprt Engineer II

Job Description

Details : Job Summary

We are seeking a highly skilled and experienced User Experience Customer Support Specialist

to join our IT team. In this role, you will be responsible for ensuring exceptional user experiences

by providing top-notch customer support for our IT services. You will work closely with crossfunctional

teams to resolve technical issues, enhance user satisfaction, and contribute to the

continuous improvement of our support processes.

Job Requirements Details :

Mid / Senior with 6-7 years of experience

Key Responsibilities

Customer Support : Provide expert-level support to users, addressing their technical

issues and inquiries promptly and e􀆯ectively.

User Experience : Collaborate with the UX / UI team to gather user feedback and

insights, ensuring that customer support aligns with user experience goals.

Issue Resolution : Troubleshoot and resolve complex technical problems, working

closely with Service Desk and Product Engineering Team

Documentation : Create and maintain comprehensive documentation, including FAQs,

user guides, and support articles, to assist users in resolving issues independently.

Training and Development : Conduct training sessions for users and internal teams to

enhance their understanding of IT products and services.

Process Improvement : Identify opportunities for improving support processes and

contribute to the development of best practices.

Performance Metrics : Monitor and analyze support metrics to ensure high levels of

customer satisfaction and identify areas for improvement.

Stakeholder Collaboration : Work with product managers, developers, and other

stakeholders to ensure that user feedback is incorporated into product development

and enhancements.