Senior Technical Support Engineer

Open Position: Technical Support Engineer

Location: Malad (West), Mumbai

Experience: 2 Years to 8 Years

Qualification: Graduate

Only Mumbai Suburban based location (Dahisar to Dadar) Candidates apply for the Position.

We are working 6 days i.e. From Monday to Saturday

Job Description:-

• Research and identify solutions to user's concerns/issues regarding software applications.
• Diagnose and troubleshoot product-related issues, including account set-up.
• Ask customers targeted questions to understand the root of the problem quickly.
• Track Application issues through the resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
• Proper and timely escalation of unresolved issues to appropriate internal teams.
• Provide prompt and accurate resolution feedback to customers' concerns.
• Proactively raising the concerns/gaps identified.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Ensure all issues are properly logged.
• Keep all required stakeholders updated on the status of priority issues raised.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their applications are fully functional after troubleshooting.
• Identify the area where training is required for customers/teams internally.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Build and maintain cordial relationships with clients.

Skills Required
Ticketing Tools, Technical Skills