Technical support - Bengaluru / Bangalore - confidential

    confidential
    confidential Bengaluru / Bangalore

    2 days ago

    Full time
    Description
    • Resolving problems on the product s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
    • Will be required to be on-call once assigned on necessary weekends and holidays
    • Ensure all customer issues are resolved within the agreed service level agreements.
    • Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an efficient manner
    • Ensure customers are updated regularly and frequently with progress using the support team s ticketing system.
    • Work with Engineering and cross-functional teams to identify impact and help prioritize
    • Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
    • Execute the Incident Management procedures in the event of a serious live service incident with customers.
    • 2+ years of relevant experience in a customer focused position involving technical knowledge of a companies products and services.
    • Bachelor s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
    • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
    • Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
    • Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
    • High work ethic and organizational skills with the ability to self-manage time and deliverables.
    • Able to work on rotating shifts that cover weekends and holidays as required.

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