Technical Support Engineer III

Job Category: IT/SW-Service
Job Type: Full Time
Job Location: Bangalore

Role and Responsibilities:

  • Provide high quality support via Zendesk and Zoom calls, helping our customers troubleshoot and resolve any issues that arise
  • Maintain high ticket productivity and have a minimal backlog
  • Respond to cases in our support ticketing system as per agreed SLA’s and manage a minimal backlog of pending cases while maintaining the quality of support provided
  • Maintain a healthy CSAT score aligned to the organizational goal 
  • Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams 
  • Triage, plan and report common/redundant support ticket trends and work on a plan to mitigate them using customer self serve model
  • Take ownership of key projects and successfully follow and execute on the same

Essential Qualifications:

  •  Minimum 5 yrs of hands on support experience with global customers in the product support space
  • Ability to work well as a member of a large team spanning multiple cultures and time zones
  • Readiness to work in India Night shift (US Day shift) and weekend shift as required
  • A self starter and quickly ramp up on the product and independently resolve issues with minimal help
  • Proficiency in HTML, CSS, JavaScript
  • Knowledge of database tables & SQL
  • Fluent in English with excellent listening, verbal and written communication skills
  • Excellent critical thinking skills with an ability to find creative solutions
  • Highly detail-oriented and focused on quality
  • Intermediate to advanced knowledge of Excel required
  • Flexibility and agility with changing priorities and responsibilities in a fast paced environment

Salary:

Best in Industry Standard

Location:

Bangalore

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