Technical Support Specialist

4 weeks ago

Bangalore, India Avo Automation Full time

Technical-Support Engineer

  • Excellent written and verbal communication skills, Analytical and Logical skills are required for client interactions.
  • Own, troubleshoot, and solve complex customer technical issues through effective diagnosis, resolution, collaboration, and troubleshooting best practices. Maintains transparency within and across teams, and maintains updates on the case.
  • Refer to internal databases or external resources to provide prompt and accurate resolution/feedback to customers
  • Knowledge on Test Automation tools or RPA tools would be added advantage
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customers' support experience. Experience in handling high visibility escalations.
  • Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
  • Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
  • Knowledge of Generative AI Platforms (Nice to have but not mandatory)
  • 5+ years in technical support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers), specifically with Cloud exposure and experience
  • Experience with ITSM tools such as ServiceNow\SalesForce\JIRA
  • Good knowledge on at least basic knowledge of any coding language C#/Java, VB Script, Excel VBA (Excel Macros)
  • Ability to meet agreed on deadlines and demonstrate productivity with regards to the incident management
  • Supports and reviews Service Level Agreements (SLA), Key Performance Indicators (KPI) and other metrics to ascertain appropriate performance of all tickets
  • Creates and maintains appropriate documentation of all tickets supported under Test Automation
  • General knowledge of SQL\HTML
  • Flexible in shifts (24*7) including night shifts.
  • This position will report to Support Manager

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