Technical Support Engineer

Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level.

Experience

2 - 4 years

Job Type

Full time

Location
  • Pune
  • Hybrid
Date Posted

Apr 25, 2022


We are looking for a Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound support tickets from the customer base and addressing customer Technical issues and concerns

Key Responsibilities:

  • Manage, maintain, support and troubleshoot the mobile cloud environment and its related mobile devices and suggest adjustments and new system designs for future needs.
  • Experienced in a tech support role in managing Android, iOS or Windows devices.
  • Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform as a service and internal management tools.
  • Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives.
  • Deal directly with customers, and respond promptly to customer inquiries.
  • Handle issues by providing the appropriate Root cause of the issue.
  • Identify areas for process and efficiency improvement within Platform Services Operations.
  • Recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement.

Technical Skills – Must Have:

  • Experience on mobile device platforms (Android, iOS, Windows or Mac).
  • Knowledge on SaaS product support which has a cloud console -preferably in the mobility space.
  • Working experience with Partners & Customers, Voice and Remote support.
  • Worked on log collection and analyzing tools.
  • Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce.
  • Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy.
  • Resourceful in understanding IT communication, troubleshooting, debugging and maintenance in multi-platform environments.

Nice To Have:

  • Technical troubleshooting involving monitoring web-app performance, crash analysis etc.
  • Should have basic experience in understanding help docs and articles.
  • Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows & Mac) can be an added advantage.

Skills:

  • Must possess strong communication skills in English, both written and verbal.
  • Quick learner and versatile.
  • Flexible to work in different shifts.
  • Excellent Email communication is a must.
  • Strong ownership.
  • An excellent problem solver with strong analytical skills.

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