Nawy

Support Engineer

• Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat.
• Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems.
• Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner.
• Escalate complex or unresolved issues to the Senior Technical Support Engineer for deeper investigation.
• Document and maintain records of all interactions with clear categorization and priority to build a knowledge base.
• Educate users on product features, self-service resources, and FAQs to optimize their usage of the system.
• Meet SLA targets for first response and resolution times to maintain high customer satisfaction.