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Responsibilities:Brief:
A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments
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What to expect from the role
Collaborating with different verticals such as Engineering, Product, QA and Customer Support.
Opportunity to improve the breadth of Business and Technical knowledge .
Exposure to the whole Product & Technology landscape.
Collaborate with a highly skilled Team.
Opportunity to collaborate with Customers and provide them solutions to real time problems.
Exposure to work on cutting edge Technologies.
Responsibilities for Technical Support Engineer
Attend meetings with Customer Support Team and Customer to Diagnose, Analyze and Troubleshoot ongoing issues.
Respond to Customer and Customer Support Inquiries in a timely manner.
Generate and Maintain detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates / individuals involved.
Research, Troubleshoot and take complete Ownership to cater to Customer Requirements and Issues.
Must be ready to work on Rotational Shifts and also be available On-call to support critical Customer Business and Technical needs.
Follow SOPs for proper escalation of unresolved issues to the appropriate Internal Teams.
Closely collaborate with the Technical and Customer Support Teams.
Research and Document knowledge in the form of FAQ, Knowledge Base, Tech Notes and Articles.
Follow the SLA for issues with respect to the severity.
Qualifications for Technical Support Engineer
Good to have a Bachelor’s degree in Information Technology, Computer Science or equivalent.
Must have excellent Written and Verbal communication skills.
Must possess strong problem-solving skills.
Must have Focus on Attention to Detail.
Industry-specific certification in relevant computer languages or software may be required.
3-5 years of proven experience in a heavy customer focus position involving knowledge of a Company’s Products and Services.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Accept constructive criticism and feedback from Business stakeholders regarding their experience and focus on improvements to provide best Customer Satisfaction.
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