At IQ Infinite, our Support Engineers are trained to deliver prompt, reliable, and expert-level assistance across your IT systems and infrastructure. From issue resolution to continuous monitoring, we ensure minimal downtime and maximum customer satisfaction.
2-6 years
Full-time, Part-time, Contract
Efficiently track, manage, and resolve support tickets.
Diagnose, troubleshoot, and fix technical issues efficiently.
Create clear guides and manuals for users.
Provide professional, timely, and helpful support to clients.
Diagnose, troubleshoot, and resolve user-reported technical issues efficiently to minimize downtime.
Provide clear, timely, and helpful responses to technical inquiries, ensuring high client satisfaction.
Collaborate with engineering and development teams to resolve complex or recurring problems quickly.
Document solutions, create self-service guides, and maintain internal knowledge repositories.
Track recurring issues, generate reports, and escalate patterns for long-term fixes and improvements.
Hire support engineers to enhance customer satisfaction and resolve issues before they escalate.
Provide real-time, effective solutions to technical problems, minimizing delays and disruptions.
Enhance user satisfaction and loyalty through reliable and responsive technical support.
Minimize service interruptions and technical incidents to ensure continuous operations.
Facilitate clear collaboration between technical teams and customers for faster issue resolution.
Lower support costs and reduce churn with skilled engineers and streamlined processes.
Skilled developers with an agile mindset for swift and efficient delivery.
Intelligent workflows that accelerate your success with unmatched speed and efficiency.
Optimized, cost-efficient solutions designed to maximize value within your budget.
Daily insights to track progress, guide decisions, and drive success.
Our support engineers provide comprehensive technical assistance including troubleshooting software and hardware issues, resolving network problems, assisting with application errors, and guiding users through technical processes. We offer support through multiple channels including email, chat, and phone, with defined SLAs for response and resolution times.
We use a severity-based prioritization system where critical issues affecting multiple users or core functionality are addressed immediately. Our support team follows ITIL best practices for incident management, with clear escalation paths and communication protocols to ensure timely resolution of all support requests.
Our support engineers are proficient with ticketing systems like Zendesk, Jira Service Desk, and ServiceNow. We also use remote support tools, knowledge bases, monitoring systems, and CRM platforms to provide efficient and effective support. Our team is trained to document solutions in a shared knowledge base for future reference.
We track key performance indicators (KPIs) such as first response time, resolution time, customer satisfaction scores (CSAT), and first contact resolution rate. Regular performance reviews and quality assurance checks ensure our support meets the highest standards of excellence.
Our support engineers are trained in customer service excellence and de-escalation techniques. We practice active listening, show empathy, and focus on finding solutions while maintaining professionalism. For complex issues, we ensure proper handoff to senior support staff or engineering teams when needed.
We maintain a comprehensive knowledge base with up-to-date troubleshooting guides and solutions. Our support team conducts regular knowledge-sharing sessions, and we document all resolved cases to build an internal repository of solutions. This ensures consistent support quality and enables faster resolution of recurring issues.