Technical Support Engineer
3 weeks ago
Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated
offshore software development teams in India. For the past 15+ years, Braves has been building Software
Engineering, Game Development, and Customer Success teams for clients across the US and Australia.
For more information, you can visit >
Our Culture:
We are a team focused on high performance, high delivery, diverse thinking, and embodying a
collaborative culture at all levels. We value and encourage learning throughout the organization. Every
employee at Braves understands ownership and fulfills what is required. We align a perfect work-life
balance.
Work Location: Pune (Remote) Work shift: Rotational with 2 days per week off
Primary Responsibilities -
- Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
- Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
- Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
- Diagnosis and resolution of Customer hardware and software issues.
- Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
- Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
- Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
- Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
- Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
- Proactively works with clients to ensure system uptime and optimal use of system functionality.
- Maintains a positive customer service attitude.
- Develops technical documentation, FAQs, and maintains a knowledge database.
- Maintains up-to-date industry technical knowledge.'
- Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
- Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
- Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.
Skills Required-
- Bachelor's degree in engineering, computer engineering, networking, or IT-related preferred
- High level of Customer Service attitude and aptitude.
- Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies.
- Understanding and ability to execute SQL queries and commands.
- Experience working with an Incident Management System.
- Strong communication skills including oral, written, and customer approach.'
- Strong knowledge of hardware and software components.
- Strong Time Management Skills.
- Strong understanding of Microsoft Windows and SQL servers.
- Experience in a Technical Support environment.
- Self-motivated and the ability to work independently.
Education: Degree/PG in Computer Science or Engineering OR Equivalent
What's in it for you/Benefits of working with us:
Competitive Salary
Hybrid work culture
Flexible work timings
Family Group Medical Health Insurance / Group Accidental Insurance
Leave encashments (Gross, not just base salary)
Regular Fun and Sports activities / Birthday/Anniversary Celebrations
Other benefits like Gratuity, PF/VPF, maternity, etc.
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