Software Support Engineer Responsibilities and Duties

Respond to partner and customer enquiries through email and telephone.

Input customer interactions in SalesForce.com CRM application.

Oversee and follow-up on open customer issues.

Develop customer relationships through professional, dependable and accurate interactions.

Deliver company products and licenses to customers.

Reply to customer mission critical issues outside business hours.

Travel to customer sites for high profile issue resolution.

Present training modules to customers.

Record and manage best practice resolutions for company’s self service knowledge base.

Escalate issues as per Service Level Agreement.

Extend technical support on software for internal and external clients.

Inform client functionality requests or software change requests to development team.

Manage resolution paths’ knowledge base and known issues.

Offer proactive communication to clients, account managers and project managers.

Supervise Technical Support forum and website.