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Customer Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

When we say We make Customer Experience Easy and Enjoyable We stand by it providing exceptional service to our customers and are looking to now extend this service 24/7. Jifflenow is looking for a customer support engineer to join its talented Customer Success Management team. Being a part of the Customer Success team, you will ensure continuous support to our global customers. The position is based out of Bangalore, India.To assist and represent the Customer Success Managers in US to deliver the best service and support to all Jifflenow customers.Provision and setup the staging and production instances of Jifflenow product as per theneeds of Jifflenow s customers.Interact and setup required for all 3rd party integrators and ensure the readiness ofJifflenow product to deliver a complete solution to our customers.Be a point of contact for customers and solve customer queries, complaints, andrequests via phone, emails, live chats, and CRM tools such as freshdesk.Be a Level1 support for all the customer tickets appropriately to arrive at a quickresolution.Ensure timely and professional responses to all the complaints, requests and queriesreceived and have it resolved within the Turn around time specified in SLA(s)Escalate and follow up with the product support and development team on any softwareissues and ensure timely resolution.Provide online demos, trainings and walk-throughs of the product features tocustomers. Suggest and identify the right solutions to the customer.Track and report relevant customer care performance metrics and suggest measures ofimproviements.Capture customer feedback, suggestions, and inputs and funnel them as productfeatures and feature enhancements.Requirements and Skills2 to 4 years as a professional services or enterprise customer support engineerStrong customer focus and passion for helping customers succeed.Should have experience in enterprise productivity apps specifically offered on cloud or as SAAS. Ability to administer, provision, and manage them will be an added plus.Must have Good knowledge of SQL, MVC based Web technologies such as Rails, nginxAbility to analyze logs to understand the issues, and have a thorough flair of learning new technologies or tools is required.Must be proficient using online communication tools such as Chat, Skype, WebEx, Mails, and CRM tools such as Desk or freshdesk .Well organized with utmost care to details, along with good comprehending skills to address issues.Should have exceptional verbal and written communication skillsProactive and results-oriented, with strong prioritization skills and ability to work wiith multiple customers
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-4


Database Administration (DBA) | Software Engineer
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