42Gears Mobility Systems

2 weeks ago

Bengaluru, Karnataka, India 42Gears Mobility Systems Pvt Ltd Full time

Role Description:

As a Technical Support Engineer at 42Gears, you'll have a key role in ensuring customer satisfaction by providing fast and effective technical assistance.

Roles and responsibilities:

  • Handle incoming support calls, emails, and chat messages from clients with technical issues.
  • Diagnose and troubleshoot technical issues related to our unified endpoint management product.
  • Offer clear guidance and solutions to clients, ensuring a positive customer experience.
  • Escalate complex technical issues to the appropriate teams for resolution.
  • Collaborate with cross-functional teams for timely problem resolution.
  • Document support issues to contribute to a knowledge base.
  • Stay updated on product features and updates, translating technical details for clients and teams.
  • Conduct product training sessions for clients and teams.
  • Communicate effectively with clients on the status of their requests.
  • Maintain high customer satisfaction through professional written communication.

Desired Skills:

  • Proficiency in crafting clear written content to communicate technical information effectively.
  • Experience in supporting customers via social media and community portals.

Requirements:

  • Bachelor's degree in a relevant technical field or equivalent experience.
  • Demonstrated experience in technical support or customer-facing roles.
  • Strong troubleshooting and problem-solving skills.
  • Effective communication and interpersonal abilities.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Experience in a SaaS environment and understanding of UEM are advantageous.

Additional Mandatory Requirements:

  • Availability to handle customer support via various channels.
  • Ability to work from the office.
  • Willingness to work in rotational shifts for a 24/7 operation.

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