Support Engineer

DataWind Inc is a global leader in the development of wireless web access products and services. We offer a series of wireless web access devices and related web delivery platforms, including tablets & Smart phones.

Job Title : Support Engineer

DUTIES AND RESPONSIBILITIES:
 The Support Engineer will be responsible for successfully troubleshooting and resolving highly technical issues regarding consumer electronic products such as tablets and smart phones.

    Provide end-to-end hardware and software technical support for tablets and smart phones regarding device use and troubleshooting
    Respond to customer inquiries by determining their product needs and answering technical questions pertinent to products and systems

    Providing technical advice to customers on all aspects of the installation and use of products, both before and after the sale

    Significant interaction with clients, which may be face-to-face or over the telephone and resolving customers’ technical & process queries.
    Ensuring quality of service by developing a thorough and detailed knowledge of technical specifications and other features of products & processes, and then documenting them
    Understanding customers’ diverse, specific business needs and applying product knowledge to meet those needs
    Maintaining awareness and keeping abreast of constantly changing software and hardware systems of the company products.
    Installation of additional applications at users request
    Filing reports regarding product problems
 
QUALIFICATIONS:
 
    Bachelors of Computer Science/Computer Engineering/ Communications or other related field
    1-2 years of experience relating to hardware/software technical support
    Knowledge of using Android-based platforms
    Proven communication skills to be able to effectively communicate with customers over phone/email/face-to-face
    Excellent problem-solving, time management and technical skills