Job Description

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.

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