Acheron Software Consultancy Looking for Technical Support Engineer at Hyderabad, Telangana Full Time

We are looking for an experienced and responsible for providing technical support to clients in person and remotely. Giving such assistance means that it’s all about solving problems from the moment they call the customer service line until the caller’s issues are resolved.

Roles and Responsibilities:
Diagnose & troubleshoot Application-related issues.

Document new procedures.

Answer customer-related technical issues.

Communicate information to development teams.

Ask customers targeted questions to understand the root of the problem quickly.

Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.

Properly escalate unresolved issues to appropriate internal teams.

Provide prompt and accurate feedback to customers.

Refer to the internal database or external resources to provide accurate tech solutions.

Ensure all issues are properly logged.

Prioritize and manage several open issues at one time.

Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

Prepare accurate and timely reports.

Document technical knowledge in the form of notes and manuals.

Work continuously on a task until completion (or referral to third parties, if appropriate).

Rapidly establishing a good working relationship with customers and other professionals, such as software developers

Requirements

Strong problem-solving skills.

Excellent verbal and nonverbal communication skills.

Strong knowledge in Java & Web Technologies.

Ability to diagnose, troubleshoot & fix technical issues.

Experience in support tracking tools like JIRA, Service Now.

Basic Database Knowledge.

Proven work experience as a Technical Support Engineer.

Good understanding of computer systems.

Ability to provide step-by-step technical help, both written and verbal.

Provide support, including procedural documentation and relevant reports.

Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.

Ability to work well in a team.

Attention to detail.

Ready to work night shifts for continuous periods.

Employment Type:
Full time – WFO

Job Location

Hyderabad

Job Location

Hyderabad