Technical Support Engineer (Rotational Shift)

Our Company :

Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated

offshore software development teams in India. For the past 15+ years, Braves has been building Software

Engineering, Game Development, and Customer Success teams for clients across the US and Australia.

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Our Culture :

We are a team focused on high performance, high delivery, diverse thinking, and embodying a

collaborative culture at all levels. We value and encourage learning throughout the organization. Every

employee at Braves understands ownership and fulfills what is required. We align a perfect work-life

balance.

Work Location : Pune (Remote)

Work shift : Rotational with 2 days per week off

Primary Responsibilities -

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents / requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
• Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Maintains up-to-date industry technical knowledge.'
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.

Skills Required-

Education :   Degree / PG in Computer Science or Engineering OR Equivalent

What’s in it for you / Benefits of working with us :

Competitive Salary

Hybrid work culture

Flexible work timings

Family Group Medical Health Insurance / Group Accidental Insurance

Leave encashments (Gross, not just base salary)

Regular Fun and Sports activities / Birthday / Anniversary Celebrations

Other benefits like Gratuity, PF / VPF, maternity, etc.