Technical Support Engineer (Customer Service Systems)

Job Description

Title: Technical Support Engineer (Customer Service Systems)

Company Name: Data Knowledge Management limited

Vacancy: --

Age: 23 to 45 years

Job Location: Dhaka

Salary: Tk. 40000 - 70000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Age 23 to 45 years

3 years of software technical support experience, requiring proficiency in Bengali and the ability to speak English

Job Overview:

We are seeking an experienced Technical Support Engineer (Customer Service Systems) to provide exceptional technical support to our clients. As a technical support engineer for customer service systems, you will focus on resolving technical issues related to customer service platforms (such as Intercom, Zendesk, Freshdesk, etc.), ensuring that clients can use these systems smoothly and efficiently. You will work with global clients, providing first-class technical services and solutions.

Key Responsibilities:

• Customer Support: Provide comprehensive technical support to customers, resolving issues they encounter while using customer service platforms.

• Troubleshooting: Communicate with clients via phone, email, live chat, and other channels to diagnose and resolve various issues related to customer service systems.

• System Configuration & Integration: Assist clients with system configuration, plugin installation, and API integration within customer service platforms.

• Documentation & Training: Create technical documentation and FAQs, providing customers with self-help resources. Provide product training to customers when needed.

• Continuous Optimization: Work closely with the development team to relay customer feedback, suggest improvements, and help optimize product performance and user experience.

• Customer Communication: Maintain active communication with customers to ensure their issues are resolved promptly and that customer satisfaction is achieved.

• Project Support: Support new client onboarding and migration projects, offering technical assistance to ensure smooth implementation.

Requirements:

• Educational Requirements: Bachelor's degree or above in Computer Science, Information Technology, Engineering, or a related field.

• Work Experience: At least 3 years of relevant work experience, with expertise in technical support, customer support, or customer service systems.

• Skills:

  • Familiarity with at least one major customer service platform such as Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, etc.

  • Proficient in troubleshooting common issues related to platform configuration, integration, API calls, etc.

  • Strong technical background with an understanding of basic networking protocols, databases, and operating systems.

  • Excellent customer communication skills, with the ability to explain technical issues and solutions clearly and concisely.

  • Strong problem-solving ability, capable of responding quickly to urgent issues under pressure.

  • Proficiency in office software (e.g., MS Office, Google Workspace), with basic programming skills (e.g., Python, JavaScript, etc.).

• Language Skills: Fluent in Bengali and proficient in both spoken and written English, with the ability to communicate effectively with international clients.

Preferred Qualifications:

• Experience with CRM systems (e.g., Salesforce) or SaaS platforms.

• IT certifications (e.g., CompTIA, Cisco, Microsoft, etc.) or related professional training.

• Familiarity with databases (e.g., MySQL, PostgreSQL) and API integration experience.

DKM Ecosystem is a multinational company with operations in Bangladesh.