National VOR Support

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 strong customer service skills with technical problem-solving abilities. You will be the bridge between our customers and our technical teams, ensuring that customer issues are resolved efficiently while maintaining the highest level of service quality and satisfaction.

• Provide technical support and troubleshooting assistance to customers via phone, email, and chat channels
• Diagnose and resolve customer issues related to products and services in a timely and professional manner
• Document all customer interactions and resolutions in the ticketing system with accuracy and detail
• Analyze customer problems, identify root causes, and implement effective solutions
• Escalate complex technical issues to senior technical teams when necessary, providing clear documentation
• Create and maintain comprehensive knowledge base articles to support customer self-service
• Follow up with customers to ensure their issues have been fully resolved and satisfaction is achieved
• Maintain a customer-focused approach while managing multiple support requests simultaneously
• Collaborate with product and engineering teams to communicate customer feedback and recurring issues
• Adhere to service level agreements and performance metrics while delivering exceptional customer experiences
• Continuously update technical knowledge through training and self-directed learning