Senior Technical Support Engineer

As a technical support engineer, you'll support :

Providing Senior technical support and assistance to customers via email, phone, or chat, to help troubleshoot and resolve technical issues related to our technical products or services.

Identify and diagnose technical issues and problems, and provide timely and effective solutions to customers.

Preferred experience with JIRA , Zendesk, Monday, Slack environments / Onboarding

Collaborate with other Senior technical support staff and departments to resolve complex issues and escalate to appropriate parties when necessary.

Document customer interactions, issues, and resolutions in a timely and accurate manner.

Stay current with technology trends and advancements, and continuously develop technical knowledge and skills.

Assist in creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides.

Manage customer expectations and ensure timely follow-up and resolution of issues.

Provide feedback to product development teams on customer issues and product improvement opportunities.

Skills :

Strong communication skills : Excellent written and verbal English - Mandatory

Willing to work shifts to support US time zones

Education : BE-Bachelor or Engineering in any stream / BCA / MCA

5+ years of technical support or IT related work with a proven track record of issue resolution

Hands-on experience with Windows / Linux / Mac OS environments

Very strong sense of customer value.

Positive attitude towards work and should be a team player

Excellent client relationship and customer handling skills

Ability to troubleshoot, diagnose and reproduce technical issues

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Good understanding of computer systems, mobile devices and other tech products

Ability to document technical knowledge in the form of notes and manuals

Prioritize and manage several open issues at one time

Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

Provide product and customer feedback to internal stakeholders for improvement of product and customer experience

Understand critical KPIs and continuously work towards achieving targets

Taking ownership of customer issues reported and seeing problems through to resolution

Knowledge of eCommerce flows such as product configuration in database is a preferred