Lendingkart - Senior Technical Support Engineer

1 month ago

Bangalore, India Lendingkart Full time

Job Description


As a Technical Support Engineer, your primary responsibility is to provide technical assistance and support to customers, ensuring the efficient and effective resolution of their technical issues.


You will serve as a bridge between customers and the technical team, utilizing your technical expertise to diagnose and troubleshoot problems.


Your role is crucial in maintaining customer satisfaction and fostering positive relationships.


Responsibilities :


- Respond promptly and professionally to customer inquiries, providing technical support via various channels such as phone, email, and chat.


- Clearly communicate technical solutions to non-technical users, ensuring a thorough understanding of the resolution.


- Diagnose and analyze technical issues reported by customers, employing problem- solving skills to identify root causes and develop effective solutions.


- Collaborate with cross-functional teams to escalate and resolve complex technical issues.


- Develop and maintain a deep understanding of the company's products, features, and technologies to offer comprehensive support.


- Stay updated on product updates and enhancements, ensuring accurate and up-to- date assistance.

- Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.


- Document customer interactions and resolutions for future reference and continuous improvement.

- Proactively identify recurring issues and work with the development team to implement permanent solutions.


- Collaborate with internal teams, including product development, sales, and quality assurance, to ensure a seamless customer experience.


Skills Required :


- Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering) or equivalent practical experience.


- Proven experience in technical support or a related field


- Exceptional Problem-solving Abilities And Technical Troubleshooting Skills.


- Excellent communication and interpersonal skills, with the ability to interact with customers, team members, and stakeholders at all levels.


- Strong knowledge of SQL and RDBMS concepts.


- Knowledge of how the Internet works (HTTP and DNS).


- Programming knowledge and experience (Python or Java preferable).


- Knowledge of REST API and related tools.


- Exposure to centralised monitoring tools like Kibana Expert in Project and issue tracking tools like Jira and Zendesk.


- Customer focus acts with the customer in mind, anticipates future needs and is dedicated to providing superior service.


- Problem-solving ability, creativity to "think outside the box", proven track record in proposing and implementing new solutions for customers

(ref:hirist.tech)

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