Application support engineer

We are looking for Application Support Engineers for our next generation SAAS CRM platform. You will be responsible for configuring and troubleshooting our product and resolving our customers' technical issues. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support. Your ability to work in a complex web application environment will also make you an ideal candidate.Job Responsibilities : Respond to issues / questions reported through Calls, Chats, EmailsConfigure, Troubleshoot and Resolve customer issues.Ticket Creation / Validate / Troubleshoot / Escalate / Close within SLAValidate the issue to eliminate false alarms, misunderstandingProbe the customer for more information to have what we need to resolve the issueEducate customers on the new features available in the productAnalyze and create an engineering Bug / Feature RequestEscalate to next level / engineering team if requiredKeep the customer updated at regular interval on the case progressKeep respective internal stakeholders informed / loopedMonitor case statuses and keep it up to date with information from customer and internal teamsAssist with configuring user profiles, permissions, alerts, settings..etcCreate KB articles on any gaps, new processProvide daily shift updates on summary of calls / emails / chatSkill Set and Requirement : Good Communication Skills(Written & Verbal) and Interpersonal skillsExperience providing Product or Application Support to customers in the US RegionKnowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etcKnowledge on Basic Linux, Networking, Any database or SAAS based Web ApplicationsStrong troubleshooting skillsGood knowledge on Customer / tech support processesAbility to work shifts.Qualifications : Must be based out of Chennai and have 1 to 3 years of experience in the area of Technical Support / Product Support or Application SupportThis is a 24 / 7 Project and you will required to work in shifts