Customer Support Engineer

Job Summary:

The Customer Support Engineer plays a critical role in ensuring customer satisfaction by providing technical assistance and support to customers experiencing product-related issues. This position involves troubleshooting, problem resolution, and effective communication with customers to ensure their technical needs are met.

Key Responsibilities:

Provide expert technical support to customers via various communication channels (phone, email, chat, etc.).

Assist in installation and configuration of our products and software

Diagnose and resolve customer issues, including hardware and software problems, system configuration, and network-related issues.

Maintain detailed records of customer interactions, including problem descriptions, troubleshooting steps, and solutions provided.

Develop and maintain an in-depth understanding of the company's products and services to effectively assist customers.

Properly escalate unresolved issues to appropriate internal teams higher-level support or development teams and follow up to ensure timely resolution.

Gather customer feedback and insights to identify recurring issues and suggest product improvements.

Qualifications:

Bachelor's degree in electrical engineering, computer science, or a related field (or equivalent work experience

Strong technical knowledge of CCTV systems, including hardware and software components.

Knowledge of networking concepts and protocols is a plus.

Excellent communication and interpersonal skills.

Flexibility to work in shifts or on-call as needed.

Willingness to stay updated on new product features and industry trends.

Fluent Arabic speaking skills