We're looking for a Customer Service Engineer to join our team in Navi Mumbai, India. In this role, you will serve as a technical support specialist, combining customer service excellence with engineering expertise to resolve customer issues efficiently and professionally. You will be the bridge between our customers and technical teams, ensuring every interaction is handled with care, clarity, and technical precision.
- Respond to customer inquiries via phone, email, and chat with a friendly and empathetic approach
- Diagnose and troubleshoot technical issues using analytical skills and systematic problem-solving methods
- Document all customer interactions, issues, and resolutions in the ticketing system with accuracy and detail
- Provide clear technical explanations to customers with varying levels of technical knowledge
- Escalate complex issues to engineering teams while maintaining customer communication and follow-up
- Analyze recurring issues and patterns to identify opportunities for process improvement
- Customize solutions based on individual customer needs and circumstances
- Maintain comprehensive knowledge of products and services to provide informed support
- Meet performance targets for response time, resolution time, and customer satisfaction
- Collaborate with cross-functional teams to ensure timely and effective issue resolution