Help Desk Engineer

1 day ago

Raiwind Tehsil, Pakistan ThingTrax Ltd Full time
Job Summary

We are seeking a highly skilled Help Desk Engineer to join our team at ThingTrax Ltd. As a key member of our customer support team, you will be responsible for providing exceptional technical assistance to our customers across various communication channels.


Responsibilities
  • Technical Assistance
    • Provide prompt and effective technical assistance to customers through multiple communication channels.
    • Foster strong relationships with customers by offering helpful and professional technical assistance.
  • Troubleshooting and Solutions
    • Perform detailed diagnostics and troubleshooting for both hardware and software issues.
    • Provide effective solutions to technical problems while ensuring minimal disruption for the customer.
  • Product Knowledge and Documentation
    • Develop comprehensive knowledge of the company's product suite to offer informed guidance to customers.
    • Stay updated on new product features and functions to support customer inquiries accurately.
  • Documentation and Knowledge Sharing
    • Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.
    • Continuously contribute to the knowledge base and ensure that customer-facing resources are up-to-date and easy to understand.
  • Escalation and Follow-up
    • Proactively escalate critical or unresolved issues to the appropriate internal teams, ensuring follow-through until resolution.
  • Training and Support
    • Lead training initiatives and develop user-friendly guides to help customers optimize their use of the product.
    • Offer proactive support during setup and integration processes to ensure smooth adoption.
  • Collaboration and Quality Assurance
    • Work closely with sales, product management, and engineering teams to ensure alignment on customer needs and feedback.
    • Actively share troubleshooting strategies and learnings with peers to drive continuous improvement in customer support.
  • Feedback and Continuous Improvement
    • Collect and analyze customer feedback to advocate for necessary product or process improvements.
    • Identify patterns in support issues to drive proactive solutions and reduce repeat inquiries.
  • Governance and Performance Monitoring
    • Act as the point of governance to ensure all operational health metrics, including uptime, ticket turnaround time, and SLA compliance, are tracked and maintained.
    • Ensure continuous monitoring and reporting of key performance indicators (KPIs) to meet customer and internal expectations.

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