OptimHire Looking for Level 2 Tech Support | Remote at Mumbai, Maharashtra Full Time

Job Description

As a Senior Technical Support Engineer, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. You will report to the Manager of Technical Support.

You will:

• Provide excellent technical support to our Global Customers.
• Proficiency in spoken & written English is a prerequisite for Technical Support Engineers.
• Strong customer facing/handling skills with a positive & servant leadership service attitude in all communication(s).
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the Team Lead/Manager.
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality.
• Properly escalate cases to the appropriate teams as needed based on the issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
• Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
• Remain current on internal alerts, training, and process changes that are designed to prepare you for the evolving requirements of the role.
• Be the point of contact of the team in the absence of the team’s lead and/or manager

You check these boxes:

• 5+ years of experience in Technical/IT Support. (voice)
• Good understanding about Advertising platforms such as Facebook, LinkedIn and Google Ads.
• Good exposure to Marketing Automation tools and Salesforce CRM. Knowledge about 3rd party API integrations would be a PLUS.
• Basic knowledge about HTML.
• Must be comfortable assisting customers on Zoom.
• Basic or Intermediate skills when it comes to using Reporting/Productivity tools.
• Ability to multi-task and deliver in a fast paced environment.
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus.
• Ability to organize and manage multiple priorities
• Ability to work independently as well as part of a customer facing team
• Experience of using any AI based ABM platform(s) would be a PLUS.

Your benefits:

• Extremely great compensation package and benefits, including a stock option program & 401K
• Excellent medical, dental, and vision plans with options for employee medical coverage at $0 per month!
• Career growth opportunity in a growing, new technology early-stage company
• Flexible PTO
• Mandatory “Birthday Off” policy
• Work from anywhere

Job Type: Full-time

Pay: Up to ₹2,200,000.00 per year

Benefits:

Day range:

Shift:

Application Question(s):

• What are the Marketing Automation tools you are using?
• What are the Reporting/Productivity tools you are using?
• Do you have experience in Salesforce CRM?

Experience:

• total work: 5 years (Required)
• Google Analytics: 4 years (Required)
• Google Ads: 3 years (Required)
• Technical support: 1 year (Required)
• Zendesk: 1 year (Required)
• APIs: 1 year (Required)
• HTML: 1 year (Required)
• Facebook Advertising: 3 years (Required)
• LinkedIn Marketing: 1 year (Required)