Experienced Customer Service Engineer at Alfred & Victoria Associates

Job Purpose

• Customer service engineers offer technical support to companies who have issues with their products.
• They offer support and provide resolutions for industrial machines, copiers, software, computer networks, and other products.
• Customer service engineers often work in fast-paced environments and are generally required to be accessible evenings, weekends, and even holidays to resolve any issues that might result in downtime for clients.
• This position is a mix of office and on-site work; travel to customer sites is common to handle issues that sometimes cannot be resolved via phone.

Responsibilities

• Provide support to customer programming staff in all products and perform troubleshoot on all field inquiries.
• Monitor all assign cases for customer support and update all activities on the company tracking system.
• Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support.
• Administer all resources and ensure delivery of product fixes within a time frame.
• Manage all customer issues and if required escalate them to required departments.
• Assist all junior engineers in complex cases and evaluate products for customers.
• Provide support to all developers and evaluate customer designs and recommend procedures for optimal use of products as per guidelines.
• Perform troubleshoot on all network and application issues and recommend resolutions to ensure better customer services.
• Manage requests from internal and external clients and resolve it through email and phone.
• Maintain accurate customer documents and prepare reports for all issues and resolutions.
• Oversaw all-night backups and perform routine maintenance on the server and administer all network threats and alarms.
• Provide solutions to all customers and partners and ensure effective deployment.
• Administer all contractual obligations for clients and escalate issues if required.

Requirements

• Bachelor's Degree or HND in Engineering, Computer Science or related field.
• Minimum of 3 to 5 years experience as a Customer Service Officer in a generator company.
• Minimum one year of experience in a technical customer service role.
• Additional technical support certifications will be an added advantage.

Key Skills & Competencies:

• Good spoken and written communication skills.
• Resolving client problems and relating to customers.
• Monitoring customer accounts.
• Time management, specially to meet deadlines.
• Using computer applications.
• Managing projects.
• Presenting information.
• Being self-motivated.
• Planning and multitasking.
• Taking direction.
• Interpersonal communication.
• Networking.
• Emotional intelligence.
• Attentiveness.
• Creativity and resourcefulness.
• Persuasion skills.