Open Position: Technical Support Engineer
Location: Malad (West), Mumbai
Experience: 2 Years to 8 Years
Qualification: Graduate
Only Mumbai Suburban based location (Dahisar to Dadar) Candidates apply for the Position.
We are working 6 days i.e. From Monday to Saturday
Job Description:-
- Research and identify solutions to user's concerns/issues regarding software applications.
- Diagnose and troubleshoot product-related issues, including account set-up.
- Ask customers targeted questions to understand the root of the problem quickly.
- Track Application issues through the resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
- Proper and timely escalation of unresolved issues to appropriate internal teams.
- Provide prompt and accurate resolution feedback to customers concerns.
- Proactively raising the concerns/gaps identified.
- Refer to internal databases or external resources to provide accurate technical solutions.
- Ensure all issues are properly logged.
- Keep all required stakeholders updated on the status of priority issues raised.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their applications are fully functional after troubleshooting.
- Identify the area where training is required for customers/teams internally.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Build and maintain cordial relationships with clients.
