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Technical Support Engineer

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

Help resolve software and technical questions for the customer efficiently and effectivelyGather the required information necessary in order to best handle customer software and technical inquiriesManage customer expectations regarding estimated response times for issue resolutionMeet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizationsExtensively research and document customer technical issuesCollaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriatePartner with Technical Support team members on various strategic projects when neededOwn customer technical issues from initial report to resolution, communicating with customers regularly regarding issue statusRun monitoring reports for usage, performance, and/or availabilityDocument solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support teamRequirementsBachelors Degree in Computer Science Engineering (or related technical discipline)3 5 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experienceGood debugging skillsPassion to be a part of a hard working and winning teamAbility to multi-task in a fast paced environmentExcellent ability to learn and articulate software-related and technical conceptsStrong active listening skills and excellent written and oral communications skillsExcellent Customer Service OrientationStrong attention to detail when communicating with customers (verbal & written)Ability to empathize with customers and convey confidenceExpertise working with Microsoft ExcelStrong documentation skillsFamiliarity with Salesforce Apps and Web applicationsWorking knowledge of SQL, Java related technologies
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


Technical Process | Voice Process - Both BPO Type
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