Klik.Solutions

Support Engineer

• Deliver customer service and technical support during field visits or dispatches.
• Provide remote support from the Support Center, handling incidents and service requests via PSA ticketing system, phone, email, and voicemail.
• Apply best practice troubleshooting methods to diagnose and resolve technical issues.
• Document all incidents, service requests, and actions taken in the PSA ticketing system.
• Keep customers informed on the progress and resolution of their requests.
• Escalate complex issues to the appropriate teams.
• Collaborate with users to identify problems and recommend solutions.
• Assist with new projects and initiatives as assigned by the Project Management Office (PMO).
• Track, monitor, and maintain Support Center and Field metrics and KPIs.
• Safely operate vehicles and utilize field automation tools.

Support/Field Analyst