Application Engineer
- Cynosure Corporate
- 5 to 7 Yrs
- Chennai
- 3 years ago
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Job Description
:The Application Engineers is at the forefront of our client Service. This position answers technical questions, troubleshoots audio, video, and telephony equipment, and assists dealers, installers, and users with the products through phone, email or through internet chat. Application Engineer works closely with the Engineering Design and Development teams and Product Management to ensure that a good understanding of the product or system is being created. This position will also provide training to Sales Team, Channel Partners and Consultants for the products supported.
Responsibilities:
- Communicate with internal and external customers to resolve technical issues on products via the phone, email, or chat
- Conduct Onsite / Online Customer Trainings
- Work within a team and obtain assistance from senior techs and management as needed.
- Distinguish between hardware failures and configuration errors by asking appropriate questions and running tests. Arrange for repair, exchange of equipment, or suggest a solution to configuration errors as appropriate based on answers to questions and/or the test results.
- Maintain accurate documentation of all actions required to resolve issues through the service ticket support database.
- Assist installers and users with the configuration of products.
- Multi-task between several customer situations at the same time
Desired Skills & Experience:
- The ability to understand, answer questions about, and troubleshoot technical issues and solve technical problems for customers.
- Good Technical Presentation and Training Skills
- Must have the ability to speak and write in clear, professional English and the ability to provide technical instructions to others
- Must understand different networking and streaming technology to perform troubleshooting remotely
- The ability to demonstrate mature customer service skills to a technically demanding clientele
- The ability to self-teach and the ability to resolve complex problems using logic, reason, and diagnostic tools
- Must take and maintain ownership of support cases until they are resolved
- The ability to communicate accurate technical information to customers using available resources, and the ability to create new technical documentation when needed
- The ability to meet performance expectations for productivity and attendance.
Qualifications:
- Bachelor Engineering degree or equivalent work experience
- Certifications preferably in one or more of the following areas.
- Computer science with an emphasis on IT, networking, or electronics
- CCNA, CTS Certifications desirable
- AVoIP Products and Technologies
- AV Integration
- 5-7 years of experience in technical support
Employement Category:
Employement Type: Full timeIndustry: IT - Hardware / Networking
Role Category: Technical Support / Helpdesk
Functional Area: Not Applicable
Role/Responsibilies: Application Engineer
Contact Details:
Company: Cynosure CorporateLocation(s): Chennai
Keyskills: av integration a voip products technologies ccna certifications
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