Overview
The Technical Support Engineer plays a pivotal role in overseeing the support services provided to customers and clients, ensuring technical issues are resolved promptly and effectively. This position requires a blend of technical expertise and customer-focused strategies to maintain high customer satisfaction levels while streamlining internal processes. The role often acts as the bridge between technical teams and end-users, translating complex technical language into easily understandable solutions.
Key Responsibilities
Customer Support & Issue resolution
- Serve as the contact point for complex customer issues, either during integration or post integration, production scenarios.
- Debug reported issues, monitor transaction/ API performance and oversee the resolution of customer complaints and technical problems.
- Collaborate closely with engineering and product team, for release of customer reported issues and post release monitoring.
- Ensure timely and effective responses to customer inquiries across all channels.
- Monitor customer satisfaction metrics and implement improvements as needed.
Process Improvement & Documentation
- Maintain detailed documentation of processes, workflows, and frequently asked questions.
- Analyze recurring technical issues to identify areas for operational improvement.
- Collaborate with product and engineering teams to suggest refinements to product design or functionality.
- Implement automated systems and tools to improve efficiency in the support process.
Metrics & Reporting
- Track and report on team performance using KPIs such as ticket resolution time, customer satisfaction scores, and first-call resolution rates.
- Generate regular reports for senior management, highlighting trends and areas for improvement.
Required Qualifications
Educational Background
- Bachelors degree in Computer Science, Information Technology, or a related field.
Experience
- Upto 2 years of experience in technical support or customer service roles, preferably in b2b saas companies in digital payments domain.
- Workable knowledge of python, API and tools such as Freshdesk/ JIRA/ Graffna and data tools.
- Experience in web development in one or more of the following: Java, JavaScript, C, C++, C#, VB.NET, PHP, or Python will be an added advantage.
Skills & Competencies
- Technical Proficiency: Deep understanding of troubleshooting methodologies and technical systems.
- Communication Skills: Strong written and verbal communication to convey technical concepts clearly.
- Problem-Solving: Analytical skills to identify and resolve issues efficiently.
- Customer Focus: Commitment to delivering exceptional customer service experiences.
- Time Management: Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Preferred Attributes
- Experience in SaaS, cloud computing, or software development environments.
- Familiarity with CRM systems such as Freshdesk.
Work Environment
The Technical Support Engineer typically will work from our office at Andheri East, located conveniently midway between two metro stations of Chakala & Western Expressway. The role requires frequent collaboration with other departments, including IT, engineering, and sales. This is a 6 day working role.
