Junior Technical Support Analyst

The position is for a L1 – Support Engineer, who will be responsible for providing high-quality Technical Support of Veryx products to customers globally. The job involves handling and resolving complex technical and functional queries from customers. Candidates with relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience will be preferred.
Candidate should be willing to work in a flexible time zone and provide weekend coverage, if needed.

Responsibilities

• Ticket registration, attend to customer phone calls & chat messages
• Respond to user emails and social media messages if any
• Provide product information and basic demo of the product
• Collect customer requests and data
• Conduct basic troubleshooting using questionnaires to find out the level of support needed
• Create tickets for Level 2 support, coordinate with customer and internal team and bring the ticket to closure asap
• Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, setup/system requirements, and licensing.
• Document customer technical issues (FAQ support), solution from knowledge base
• Manage customer expectations regarding estimated response times for issue resolution.
• Meet SLAs like response and resolution times by partnering within L1, & L2 Support groups.

Required Skills

• Excellent customer service orientation
• Passion to be a part of a hardworking and winning team
• Ability to multitask in a fast paced environment
• Good debugging skills
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Strong documentation skills

Desirable skills

• Working knowledge of web applications and related technologies
• Networking technologies

Educational Qualification:
B.E / B.Tech, MCA, M.Sc. (IT), B.Sc. (CS) or equivalent