Address Sunflower Lab is a leading US-based software development company. We are looking for extremely smart and talented people to join our team in Vadodara, Gujarat as Technical Support engineer. Our current team strength is 150+ and we have completed 300+ projects and counting. Our wide-range capabilities have opened up horizons for us to create products and services for sectors like Health Care, Finance, Real Estate, Manufacturing, telecommunications, Oil & Gas, Event & Entertainment, etc.
Sunflower Lab is currently looking for extremely smart and talented people to join our team in Vadodara, Gujarat. The selected individuals will be part of full process from beginning to production.
Responsibilities:
- Provide exceptional functional and Technical Support to application users, resolving technical issues efficiently and effectively.
- Collaborate with internal teams like development and product to ensure optimal user experience and product functionality.
- Create and maintain clear, concise, and well-organized documentation to empower users with self-service capabilities.
- Compile and submit weekly and monthly reports summarizing support efforts, including key metrics and trends.
- Help resolve software and technical questions for the customer efficiently and effectively.
- Gather the required information necessary in order to best handle customer software and technical inquiries.
- Manage customer expectations regarding estimated response times for issue resolution.
- Resolving the issues through Phone, chat, and email communication channels.
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Technical Skills:
- Strong experience in troubleshooting and resolving technical issues, especially with SaaS products.
- Experience in analysing technical logs and writing basic SQL queries for data extraction.
- Proficient in support ticketing systems.
- Excellent written and verbal communication skills, enabling clear explanation of technical aspects to diverse audiences.
- Ability to work independently and self-organize, prioritizing tasks efficiently within a fast-paced environment.
- Ability to work in night shift. (6:30 PM - 3:30 AM IST)
