Support Engineer

Excell Broadband is looking for Support Engineer to join our dynamic team and embark on a rewarding career journey Customer Support:Respond to customer inquiries, issues, and requests in a timely and professional manner Provide clear and concise communication to guide customers through issue resolution Technical Troubleshooting:Diagnose and troubleshoot technical issues related to software, hardware, or network configurations Collaborate with cross-functional teams to resolve complex technical problems Documentation:Create and maintain comprehensive documentation, including FAQs and troubleshooting guides Document and track customer interactions and solutions for future reference Product Knowledge:Stay up-to-date with product features, updates, and enhancements Provide input to product teams based on customer feedback and recurring issues Remote Assistance:Utilize remote desktop tools to assist customers in real-time problem resolution Guide customers through step-by-step solutions and configurations Customer Training:Conduct training sessions for customers to enhance their understanding of the product Develop training materials and resources to empower customers to use the product effectively Collaboration:Work closely with other support engineers, developers, and product managers to address customer needs Collaborate with the sales team to provide technical support during pre-sales and post-sales activities Continuous Improvement:Identify areas for improvement in processes, tools, and customer service strategies Participate in knowledge-sharing sessions to enhance the overall technical expertise of the support team