We are looking for experienced Technical Support Engineer to provide enterprise-level assistance to our customers. You will identify and troubleshoot software and hardware related problems and help our customers use our products and services efficiently. You will be required to answer all customer service and technical support issues on our help-desk application, phone, email, and chat. You will understand and investigate the problem, identify an appropriate solution and implement the same to ensure smooth service to the customer. You may be required to resolve any network related issues, configuration related issues and using remote desktop connections to provide immediate support as possible. For complex problems that require additional support and escalation, you will communicate the same to clients and follow further instructions.
You will be required to prepare accurate and timely reports of issues identified and resolved, document technical knowledge in the form of notes and manuals, assist other team members for updating, maintaining the knowledge-base, Support Faqs and Technical Support articles. You will be the ultimate contact person that our customers will depend on for any help required. You should have a very good listening skill, be a soft-spoken person and willing to help everyone around you. You should have time management and organizational skills to prioritize work and manage several support issues. You should be encouraging customers to give positive feedback/rating on various social platforms.