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, Emails

Configure, Troubleshoot and Resolve customer issues.

Ticket Creation / Validate / Troubleshoot / Escalate / Close within SLA

Validate the issue to eliminate false alarms, misunderstanding

Probe the customer for more information to have what we need to resolve the issue

Educate customers on the new features available in the product

Analyze and create an engineering Bug / Feature Request

Escalate to next level / engineering team if required

Keep the customer updated at regular interval on the case progress

Keep respective internal stakeholders informed / looped

Monitor case statuses and keep it up to date with information from customer and internal teams

Assist with configuring user profiles, permissions, alerts, settings..etc

Create KB articles on any gaps, new process

Provide daily shift updates on summary of calls / emails / chat

Skill Set and Requirement :

Good Communication Skills(Written & Verbal) and Interpersonal skills

Experience providing Product or Application Support to customers in the US Region

Knowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etc

Knowledge on Basic Linux, Networking, Any database or SAAS based Web Applications

Strong troubleshooting skills

Good knowledge on Customer / tech support processes

Ability 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 Support

This is a 24 / 7 Project and you will required to work in shifts