Technical Support Engineer

Do You Make the Cut?

As a Technical Support Engineer- L2, you will be responsible for:

• Managing the customer support department’s day-to-day functions
• Provide accurate and creative solutions to customer problems to ensure CSAT
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA
• Capture and document all queries / concerns via the ticketing tool / email/ calls.
• Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis
• Escalate support cases and priority issues to management as appropriate
• Ensure KPIs are met consistently to achieve customer experience excellence
• Build strong cross-functional working relationships with internal teams
• Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers
• Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis
• Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar
• Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities
• Readiness to work in flexible working hours/US shifts

Requirements

• Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner
• Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution
• 2 to 6 years of technical support experience with product organizations
• Should have excellent analytical skills and critical thinking ability
• Experienced working with cross functional teams within the Org.
• Extremely self-motivated, should be a fast learner
• Experience working with on-site/virtual teams
• Banking domain experience preferred
• Previous work experience in a chatbot space is a huge plus
• Strong communication skills
• Should be comfortable to work in US shifts
• Should have experience in Linux and SQL