resolution. This includes, but is not limited to:
Diagnosing, troubleshooting, and identifying solutions to reported problems
Identifying potential code bugs and escalating to the appropriate Technical Support Specialist
Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stakeholders throughout the course of a reported technical issue
Send first response emails on tickets within 30 minutes of cases opening
Actively work with the full Support team on tickets
Investigate tickets provided from previous shifts, update with findings, and assign them back to the previous case owner if not complete at the end of a shift
Communicate with Engineering when outages/incidents occur and utilize On-Call support as needed based on the severity of the incident
Skills:
Minimum 4+ yrs of L1 or similar work experience in customer-facing technical support, IT support or as a technical engineer Hands-on experience in International Business Development
Must have generated interest in your potential customers by using voice-based communication (audio conferencing, etc.) and web-based communication (business networking, etc.) techniques
General understanding of software flow, execution and development processes
Basic understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API
transactions
Strong problem-solving skills
Excellent time management and multi-tasking skills
Excellent client-facing, written and verbal skills
Qualification:
BS degree in Information Systems, Computer Science or equivalent experience preferred
Knowledge of XML, JSON, SQL code languages
Additional spoken/written languages
Comfort using online translation tools as needed for tickets in another language
Designation:
Technical Support Specialist
Location
Vadodara, Gujarat
Joining
Immediate
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