Functional Support Engineer

Overview:

Key Responsibilities:

• Provide technical support and assistance to customers and internal teams
• Diagnose and resolve technical issues related to software applications
• Collaborate with crossfunctional teams to address customer needs
• Document and maintain support processes and procedures
• Assist in testing new software releases and updates
• Participate in customer training and product demonstrations
• Conduct root cause analysis for recurring technical issues
• Ensure timely resolution of customer queries and concerns
• Contribute to continuous improvement of support services
• Escalate unresolved issues to the appropriate internal teams
• Monitor and analyze system performance
• Provide feedback to the product development team based on customer interactions
• Participate in oncall rotation for afterhours support

Required Qualifications:

• Bachelors degree in Computer Science or related field
• Proven experience in a technical support or customer service role
• Strong understanding of software applications and systems
• Excellent problemsolving and troubleshooting skills
• Ability to communicate technical information effectively to nontechnical users
• Experience in documenting processes and procedures
• Knowledge of SQL and database management
• Familiarity with programming languages such as Java C or Python
• Ability to work well in a collaborative team environment
• Strong attention to detail and followthrough
• Certifications in relevant technologies (e.g. ITIL CompTIA) a plus
• Excellent time management and organizational skills
• Ability to work well under pressure and handle multiple priorities
• Proficiency in using support tools and systems

technical support,customer service,troubleshooting,communication