Do You Make the Cut?
As a Technical Support Engineer- L2, you will be responsible for:
- Managing the customer support department’s day-to-day functions
- Provide accurate and creative solutions to customer problems to ensure CSAT
- Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
- Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns
- Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA
- Capture and document all queries / concerns via the ticketing tool / email/ calls.
- Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis
- Escalate support cases and priority issues to management as appropriate
- Ensure KPIs are met consistently to achieve customer experience excellence
- Build strong cross-functional working relationships with internal teams
- Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers
- Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis
- Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar
- Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities
- Readiness to work in flexible working hours/US shifts
Requirements
- Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner
- Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution
- Should be from BE/BTech/MCA/Bachelor in computer science/BCA /MSc/MS field.
- 2 to 6 years of technical support experience with product organizations
- Should have excellent analytical skills and critical thinking ability
- Experienced working with cross functional teams within the Org.
- Extremely self-motivated, should be a fast learner
- Experience working with on-site/virtual teams
- Banking domain experience preferred
- Previous work experience in a chatbot space is a huge plus
- Strong communication skills
- Should be comfortable to work in US shifts
- Should have experience in Linux and SQL