ENGINEER

As an Engineer at Digitide Solutions Limited, you will play a crucial role in our CLM Domestic Diversified team, specifically within the Manpower - Back Office department. Your primary focus will be to ensure the efficient and effective operation of our systems and processes, with a strong emphasis on customer satisfaction. You will be a key member of our technical support team, working closely with our Customer Care Executives (CCEs) to resolve customer inquiries and complaints, and provide timely and accurate information.

• Provide technical support and guidance to CCEs and other team members, ensuring a seamless customer experience.
• Troubleshoot and resolve technical issues related to our products and services, both remotely and on-site.
• Maintain and update our technical documentation, ensuring accuracy and accessibility for all team members.
• Collaborate with the development team to identify and implement system improvements and enhancements.
• Conduct regular system health checks and performance monitoring to ensure optimal operation.
• Train and mentor CCEs on technical aspects, empowering them to handle customer inquiries effectively.
• Stay updated with the latest industry trends and technologies, and suggest innovative solutions.
• Ensure compliance with company policies and procedures, especially regarding data security and privacy.
• Work closely with the customer success team to gather feedback and improve our products and services.
• A Bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support or engineering role, preferably in a customer-facing environment.
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Excellent communication skills, both verbal and written, to effectively collaborate with team members and customers.
• Proficiency in using various troubleshooting tools and techniques to identify and resolve technical problems.
• Familiarity with customer relationship management (CRM) systems and customer support best practices.
• Ability to work independently and manage multiple tasks simultaneously, with a strong sense of ownership.
• Willingness to continuously learn and adapt to new technologies and industry trends.
• A customer-centric approach, with a focus on delivering exceptional service and support.
• Any relevant certifications or additional qualifications in technical support or engineering will be an advantage.