Technical Support Engineer Tier I

1 day ago

Banjara Hills, India Mitratech Full time

:· Assist customers and other team members with the usage of our products through our support portal, email, and phone · Troubleshoot issues by reproducing the problem and determining the resolution · Triage newly reported problems, assign proper severity, and work to identify a resolution · Update the ticket tracking system to provide an accurate and current status of support issues · Create Knowledge-base articles regularly to expand self-help tools for customers and internally Qualifications: · Experience with Microsoft Windows · Ability to install, configure, and technically understand enterprise software applications · Experience with browser developer tools and ability to understand application/system log files · 2 years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role · Bachelor’s degree with a focus in computer science, information sciences, or business, or relevant experience · Proficient/fluent English-language written and verbal communication skills · Highly dependable and professional · Excellent problem-solving and listening skills · Highly motivated, self-starter with a positive attitude · Proficient in assisting customers over the phone · Ability to work both independently and in a group, and prioritize one’s own work · Ability to explain technical issues to non-technical staff and clients · Experience using case management systems (Salesforce.com, Jira, ZenDesk) We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

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