Remote Support Engineer (Application Support)

Company Overview

Telistar is a One-Stop End-to-End Service Solutions Provider specializing in tailored solutions for service-centric organizations to enhance profitability, productivity, efficiency, and control. We empower clients to achieve strategic business goals with adaptable service delivery.

Job Summary

Provide first-line remote technical support by resolving customer issues within a modality, ensuring compliance and customer satisfaction while collaborating with teams and escalating complex problems for resolution.

Responsibilities

• Resolve a wide range of technical issues remotely within a modality using expert troubleshooting to ensure customer satisfaction
• Register, prioritize, and document customer service requests across multiple channels in the service management system for efficient resolution and follow-up
• Record detailed service activities including diagnostics, troubleshooting steps, resolutions, and case statuses to support case management and future reference
• Escalate complex technical issues with comprehensive troubleshooting details to senior engineers or management for timely resolution
• Communicate proposed solutions and actions clearly to customers, ensuring transparency and adherence to regulatory guidelines
• Participate in advanced training and continuous learning to enhance technical knowledge and resolve complex modality issues
• Collaborate with cross-functional teams by sharing technical insights and best practices to improve service delivery and customer satisfaction
• Manage and resolve customer issues under direct supervision, applying technical judgment and seeking guidance for non-routine challenges
• Build stable working relationships internally by exchanging information with colleagues, supervisors, and project leaders to support team goals
• Perform any ad hoc duties assigned by the team lead

Preferred competencies and qualifications

• Knowledge of regulatory compliance standards relevant to technical support
• Ability to analyze and interpret data to inform troubleshooting and service improvements
• Conduct root cause analysis (RCA) to identify underlying issues and recommend solutions
• Proficient in troubleshooting technical problems within service operations
• Skilled in preparing and maintaining technical documentation
• Strong customer service orientation to enhance client experience
• Experience in monitoring and reporting key performance indicators (KPIs)
• Familiarity with product installation processes
• Ability to perform product repair and maintenance tasks