Customer Technical Support Engineer

2 weeks ago

Gurugram, India BeatRoute Full time

Software Support Engineer


About Us

BeatRoute is an enterprise-grade Sales Enablement platform that goes beyond automation and helps customers achieve their sales outcomes with its unique goal-driven sales technology.


More than 150 Retail & Distribution companies such as those in the Consumer Goods industry rely on BeatRoute to solve their sales problems and make their execution goal oriented.


Essential Functions

Technical Support

  • Respond to customer inquiries and troubleshoot technical issues through various communication channels, including email, phone, and chat.
  • Diagnose and resolve hardware and software problems efficiently and effectively.
  • Guide customers through the setup, configuration, and usage of our products and services.
  • Collaborate with cross-functional teams to address complex technical issues.
  • Proficiency in Excel, including knowledge of functions like VLOOKUP, IF, SUMIFS, and COUNTIFS, is required


Customer Engagement

  • Build strong relationships with customers by demonstrating empathy, patience, and professionalism in all interactions.
  • Ensure timely and accurate communication with customers regarding issue resolution and updates.
  • Proactively identify and address potential customer needs or concerns.


Documentation and Knowledge Sharing

  • Document customer interactions, technical issues, and resolutions in a clear and organized manner.
  • Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides.
  • Share insights and best practices with the team to improve overall support quality.


Qualifications

  • Bachelor's degree B.tech or equivalent work experience
  • Proven experience in a technical support or customer service role, preferably in a technology or software-related industry.
  • Strong technical aptitude and the ability to troubleshoot hardware and software issues.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers.
  • Exceptional customer service skills with a focus on customer satisfaction.
  • Strong problem-solving and analytical abilities.
  • Familiarity with Software support ticketing systems.
  • Willingness to work flexible hours and handle occasional on-call duties

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