Technical Support Engineer

Responsibilities:

• Deliver tier I II technical support effectively for customers while following support processes, systems, best practices and technology.

• Register incidents, received by web, e-mail and phone, in support system.

• Resolve incidents. Use available Knowledge Base, manuals or other reference materials as required.

• Respond to cases in a professional and timely manner and frequently update the ticket status to the customer till successful resolution to ensure high customer satisfaction.

• Investigate and resolve Incidents without known solutions.

• Contribute solutions to Knowledge Base.

• Liaise with Senior Technical Support Engineer or Principle Technical Support Engineer on complex cases, as appropriate.

• Escalate cases to 3rd Line and RD, as appropriate.

• Continuously improve customer service, productivity, and processes.

• Ensure compliance with key support metrics (KPIs, SLAs, and CSAT etc.) .

• Provide input to manager on customer services and support challenges.

Requirements:

• Extremely customer focused with proven customer service skills.

• Extremely strong written and verbal communication skills in English.

• 2+ years experience as Technical Support Engineer with experience in helpdesk tools like Zohodesk, Remedy and Contact Center applications. Experience in Technical Support with SaaS companies a plus.

• Thorough understanding of the technical support lifecycle.

• Proven ability to plan, organize and lead in a dynamic work environment.

• Self-driven with ability to multi-task and aptitude to learn new technologies.