Customer Support Engineer

About the Role

At Lipi Data Systems, a customer support job role typically involves providing technical assistance for their printing, banking automation, and self\-service kiosk hardware. It bridges both desk\-based troubleshooting and field engineering to ensure high system uptime for their clients. At Lipi Data Systems typically involves acting as the primary liaison between the company and its clients. Responsibilities include handling inbound inquiries, logging and tracking service tickets, troubleshooting hardware/software issues, and ensuring maximum uptime for banking and IT infrastructure. Key Responsibilities 1\. Issue Resolution: Actively respond to customer queries, diagnose technical faults (such as printer or ATM issues), and guide clients through troubleshooting steps. 2\. Field Coordination: Escalate complex problems to Field Service Engineers or coordinate dispatch for on\-site hardware repairs. 3\. Client Communication: Maintain professional relationships by providing regular updates on repair statuses, contract renewals, and service level agreements (SLAs). 4\. Product Knowledge: Stay updated on Lipi Data Systems' product lines (e.g., banking automation, printing solutions) to accurately advise customers. 5\. Remote \& On\-Site Support: Diagnosing and resolving hardware issues either over the phone/email or by traveling to client locations. 6\. Preventative Maintenance: Performing routine servicing and checks on ATMs, banking equipment, and heavy\-duty printers to prevent failures. 7\. Log Management: Using systems to Log a Service Request, track ticket statuses, and update customers on resolution progress. 8\. Installation \& Testing: Setting up new systems at client sites, loading necessary software, and ensuring proper operational functionality. Job Types: Full\-time, Permanent Benefits: * Cell phone reimbursement * Flexible schedule * Health insurance * Internet reimbursement * Leave encashment * Life insurance * Paid sick time * Paid time off * Provident Fund Ability to commute/relocate: * Malappuram District, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Experience: * IT support: 2 years (Preferred) Willingness to travel: * 100% (Preferred) Work Location: In person