Technical Support Engineer

Violet Info

About the Role

Seeking a dedicated Technical Support Engineer to provide exceptional technical support to clients, ensuring their software applications function smoothly and efficiently. This role requires a proactive approach to problem-solving and excellent communication skills.

Key Responsibilities

• Research and identify solutions to users' concerns regarding software applications.
• Diagnose and troubleshoot product-related issues, including account setup and application functionality.
• Engage with customers through phone, email, or chat to understand and resolve technical issues promptly.
• Track application issues through to resolution, adhering to agreed time limits.
• Escalate unresolved issues to appropriate internal teams in a timely manner.
• Provide accurate resolution feedback to customers and maintain clear communication throughout the support process.
• Document technical knowledge and solutions in the form of notes and manuals for future reference.
• Prepare accurate and timely reports on support activities and issues.
• Build and maintain positive relationships with clients, ensuring their satisfaction with our services.

Requirements & Tech Stack

• Ticketing tools and help desk support processes
• SQL database queries
• Advanced Excel capabilities
• Implementation support
• Remote support

Qualifications

• Strong communication skills and proficiency in email etiquette.
• Ability to manage multiple open issues simultaneously and prioritize effectively.
• Graduate qualification.
• Candidates based in the Mumbai suburban area (Dahisar to Dadar).
• Work schedule: Monday to Saturday.