42Gears Mobility Systems

3 weeks ago

bangalore, India 42Gears Mobility Systems Pvt Ltd Full time

Role Description :

As a Technical Support Engineer at 42Gears, you will play a pivotal role in guaranteeing client satisfaction through prompt and efficient technical assistance.

Roles and responsibilities :

- Handle incoming support calls, emails, and chat messages from clients encountering technical issues.

- Diagnose and troubleshoot technical issues associated with our unified endpoint management product.

- Provide clear, step-by-step guidance and solutions to clients, ensuring a positive and constructive customer experience.

- Escalate intricate technical issues to the appropriate internal teams for resolution.

- Collaborate seamlessly with cross-functional teams to ensure timely and effective problem resolution.

- Document and meticulously track support issues to contribute to a comprehensive knowledge base, utilizing exceptional knowledge article writing and technical writing skills.

- Stay abreast of the latest features and updates on our unified endpoint management product, translating complex technical details into easily understandable documentation for clients and internal teams.

- Conduct product training sessions for clients and internal teams as required, leveraging your adeptness in conveying technical concepts through well-crafted materials.

- Communicate effectively with clients, keeping them informed of the status of their support requests through clear and concise written communication.

- Uphold a high level of customer satisfaction through professional and courteous written communication, reflecting your strong writing skills.

Desired Skills :

- Proficiency in crafting clear and concise written content, demonstrating good writing skills to effectively communicate technical information to diverse audiences.

- Experience in supporting customers via social media platforms and community portals, showcasing your ability to engage with clients through various online channels.

Requirements :

- Bachelor's degree in a relevant technical field or equivalent practical experience.

- Demonstrated experience in technical support or a comparable customer-facing role.

- Proficient troubleshooting and problem-solving skills.

- Effective communication and interpersonal abilities, with a particular emphasis on exceptional writing skills.

- Ability to work both independently and collaboratively in a fast-paced environment.

- Previous experience in a SaaS environment and a strong understanding of UEM and related technologies are advantageous.

Additional Mandatory Requirements :

- Availability to handle customer support through various channels, including calls, emails, and chats.

- Ability to work from the office.

- Willingness to work in rotational shifts covering a 24/7 operation.

(ref:hirist.tech)

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