Imarticus Learning - Delhi NCR, India - Imarticus Learning Pvt Ltd

Description

SALARY :
6LPA - 12LPA

As a Technical Support Engineer, you will play a crucial role in ensuring the smooth functioning of our products and services for our clients.

You will be responsible for providing technical assistance and support to customers via phone, email, or in-person communication. Your primary goal will be to resolve technical issues and inquiries promptly and effectively, ensuring customer satisfaction and Provide first-line technical support to customers experiencing issues with our products or services

• Troubleshoot and diagnose technical problems reported by customers, utilizing available resources and tools
• Document and track customer issues in a ticketing system, ensuring accurate and detailed records of each interaction.
• Collaborate with internal teams such as software development, quality assurance, and product management to escalate and resolve complex technical issues.
• Communicate effectively with customers to guide them through troubleshooting steps and resolution procedures.
• Assist in creating and maintaining knowledge base articles, FAQs, and other support documentation to facilitate self-service for customers.
• Stay updated on product features, updates, and technical specifications to provide accurate information and support.
• Participate in on-call rotations or after-hours support as necessary to address critical customer issues.
• Provide feedback to internal teams regarding common customer issues, product improvements, and areas for Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience in technical support or a related customerfacing role.
• Strong troubleshooting skills and the ability to think analytically to solve complex technical problems.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to nontechnical audiences.
• Familiarity with ticketing systems and customer relationship management (CRM) tools.
• Experience with cloudbased technologies, APIs, and networking concepts preferred.
• Ability to work independently as well as part of a team in a fastpaced environment.
• Customerfocused attitude with a dedication to providing exceptional service.

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