AddressWe are a dynamic and innovative product-based company seeking a highly skilled Technical Support Engineer to join our growing team. As a Technical Support Engineer, you will play a crucial role in providing top-notch technical assistance and support to our valued customers.
Your expertise and dedication will be instrumental in ensuring customer satisfaction and building strong relationship with them.
Responsibilities:
- Provide efficient Technical Support to customers via various channels (email, phone, chat), ensuring timely resolution of issues.
- Analyze and troubleshoot complex technical problems related to our products and services.
- Collaborate with cross-functional teams, including developers and product managers, to address customer issues and escalate when required.
- Maintain detailed records of customer interactions and solutions in our support system.
- Proactively identify recurring issues and provide feedback to the development team for product improvement.
- Assist in creating/updating support documentation, knowledge base articles, and FAQs for customer self-help.
- Ensure exceptional customer service, ensuring a positive customer experience throughout the support process.
- Stay updated with product knowledge, industry trends, and technological advancements to address customer inquiries effectively.
Qualifications:
- Minimum 3 to 4 years of experience in a Technical Support role in product organizations.
- Proven experience as a Technical Support Engineer in a product-based company.
- Proficiency in SQL language with at least 2 years of practical experience, adept at handling database queries.
- Knowledge of the Marathi language (advantageous).
- Basic experience in Python (plus) for contributions to Python-based solutions and projects.
- Familiarity with Fresh desk/Help Desk management and Jira tools (beneficial) to streamline support processes.
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Excellent problem-solving skills, capable of handling complex technical challenges.
- Exceptional communication skills (both written and verbal) with a customer-centric approach.
- Ability to multitask and thrive in a fast-paced, dynamic environment.
What We Offer
- Industry-best perks
- A phenomenal work environment, with massive ownership and growth opportunities
- Quick iterations and deployments – fail-fast attitude.
- Opportunity to work on cutting edge technologies, and lead teams in the future.
- Create a massive, and direct impact of the work you do in the lives of people across the globe.
