Technical Support Engineer

3 weeks ago

nagpur, India KC Overseas Education Full time

We are a dynamic and innovative product-based company seeking a highly skilled Technical Support Engineer to join our growing team. As a Technical Support Engineer, you will play a crucial role in providing top-notch technical assistance and support to our valued customers.

Your expertise and dedication will be instrumental in ensuring customer satisfaction and building strong relationship with them.


Responsibilities:

  • Provide efficient technical support to customers via various channels (email, phone, chat), ensuring timely resolution of issues.
  • Analyze and troubleshoot complex technical problems related to our products and services. 
  • Collaborate with cross-functional teams, including developers and product managers, to address customer issues and escalate when required.
  • Maintain detailed records of customer interactions and solutions in our support system. 
  • Proactively identify recurring issues and provide feedback to the development team for product improvement. 
  • Assist in creating/updating support documentation, knowledge base articles, and FAQs for customer self-help. 
  • Ensure exceptional customer service, ensuring a positive customer experience throughout the support process. 
  • Stay updated with product knowledge, industry trends, and technological advancements to address customer inquiries effectively.

Qualifications:  

  • Minimum 3 to 4 years of experience in a technical support role in product organizations.
  • Proven experience as a Technical Support Engineer in a product-based company.
  • Proficiency in SQL language with at least 2 years of practical experience, adept at handling database queries.
  • Knowledge of the Marathi language (advantageous).
  • Basic experience in Python (plus) for contributions to Python-based solutions and projects.
  • Familiarity with Fresh desk/Help Desk management and Jira tools (beneficial) to streamline support processes.
  • Bachelor’s degree in computer science, Information Technology, or a related field. 
  • Excellent problem-solving skills, capable of handling complex technical challenges.
  • Exceptional communication skills (both written and verbal) with a customer-centric approach.
  • Ability to multitask and thrive in a fast-paced, dynamic environment.


What We Offer

  • Industry-best perks
  • A phenomenal work environment, with massive ownership and growth opportunities
  • Quick iterations and deployments – fail-fast attitude.
  • Opportunity to work on cutting edge technologies, and lead teams in the future.
  • Create a massive, and direct impact of the work you do in the lives of people across the globe.

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