Customer Support Engineer
かすたまーさぽーとえんじにあ
Industry & Occupation
Classification
Summary
A job that handles inquiries and troubles from customers and provides technical support for products and services.
Description
Customer Support Engineers receive inquiries and trouble reports from customers, identify causes, resolve issues, and perform escalations or propose workarounds as needed. They handle responses via various channels such as phone, email, and chat, requiring product knowledge and understanding of system configurations. They also handle reproducing issues, log analysis, manual creation, and updating knowledge bases, playing a role in maintaining and improving customer satisfaction.
Future Outlook
While automation progresses due to the diversification of products and services and the introduction of AI chatbots, the demand for Customer Support Engineers with advanced technical and interpersonal skills is expected to remain high.
Personality Traits
Has Cooperativeness / Has Hospitality / Has Listening Skills / Is Calm and Composed
Work Style
Call Center / Remote / Shift / Support
Career Path
Customer Support Staff → Senior Support Engineer → Support Team Leader → Customer Success Manager → Product Manager
Required Skills
Basic Network Knowledge / Basic PC Operation / Communication Skills / Ticket Management Tools / Troubleshooting
Recommended Skills
CRM Tools / Communication Skills (English) / Document Creation / ITIL Basics / Knowledge Base Construction
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because flexible responses to changing situations and environments are required. |
| Attention to Detail & Accuracy | Because small configuration mistakes or procedural errors can affect customer satisfaction. |
| Communication Skills | Because there is a lot of verbal and written communication with customers, accurate interaction is required. |
| Problem Solving | Because it is necessary to quickly identify and resolve the root causes of customer problems. |
| Stress Tolerance | Because it is necessary to withstand mental stress during complaint handling and emergency responses. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Because routine tasks are the main focus and there are few opportunities for idea generation. |
| Numerical & Quantitative Analysis | Because interpersonal response is emphasized more than quantitative analysis. |
| Physical Stamina & Endurance | Because it is mainly desk work with low physical demands. |
Related Qualifications
- CCNA
- CompTIA A+
- ITIL Foundation
Aliases
- CS Engineer
- Customer Support
- Technical Support Engineer
Related Jobs
- Customer Success Manager
- Network Engineer
- System Administrator
- Technical Support