Provide technical support to customers through phone email remote sessions and online meetings Contact clients after the sales process to activate software licenses and ensure successful deployment Guide customers through software installation configuration and best practices to prevent common issues Troubleshoot technical problems and provide timely effective solutions to ensure customer satisfaction Escalate requests related to additional products upgrades or services to the Account Manager Research technical solutions through vendor knowledge bases documentation and support portals Communicate directly with software vendors when advanced technical support is required Document all customer interactions troubleshooting steps and resolutions in the support system Maintain accurate records of support tickets escalations and customer feedback Monitor recurring issues and report them to the management team to improve service quality Assist in identifying customers technical needs and provide recommendations for optimal system usage Support internal IT operations by identifying hardware and software requirements Coordinate the procurement of required IT equipment and software licenses Maintain and update the companys IT asset inventory including hardware software and licenses Collaborate with Sales and Account Management teams to ensure a seamless customer experience Ensure compliance with company support procedures and service standards Requirements Bachelors degree in Information Technology Computer Science or a related field Minimum 3 years of experience in Technical Customer Support IT Support or Technical Services Strong knowledge of Windows and macOS operating systems Good understanding of basic networking concepts TCPIP DNS LANWAN WiFi Experience troubleshooting software installation and licensing issues Ability to explain technical concepts clearly to nontechnical users Strong analytical and problemsolving skills Excellent communication and customer service skills English proficiency B1 level or above Experience using remote support tools TeamViewer AnyDesk Remote Desktop etc is a plus Experience with ticketinghelpdesk systems is a plus Knowledge of Autodesk products or similar engineering software is an advantage IT certifications such as CompTIA A Network Microsoft or similar are a plus Strong organizational skills with excellent attention to detail Ability to prioritize tasks manage multiple support requests and work under pressure Team player with the ability to work independently when needed Proficiency in Microsoft Office applications and general IT administration tasks
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