Technical Support Associate I

Position: Technical Support Engineer Reports To: Manager, Customer Engineering Business Unit: Global TSO Location: Noida Opportunity We are looking for smart problem-solvers with exceptional analytical skills who are experienced and motivated to provide excellent service to our customers and partners globally. You will get to know the core features of our Workfront product at an expert level. The primary responsibility is to handle customer issues related to Workfront products and services over the phone as well as through tickets and chat. Technical support engineers are required to troubleshoot and test directly with the customer and work cross functionally and collaboratively to resolve issues to our customer's happiness. You will have the opportunity to improve processes and customer experience by crafting new KB articles about the product, whilst sharing insights to colleagues and management. Job Description: - Deliver First Call Resolution by handling customer requests and resolving customer's technical and non-technical issues as often as possible during the first contact for assigned products. Provide a professional & competent standard of phone and online support (Chat) for Global customers. Accurately document all customer interactions in a case tracking database. Content to be logged in full written English. Communicate and articulate clearly with the customer (in both verbal and written communication). Call back customers waiting for follow-up in the agreed timeframe. Demonstrate ownership and willingness to resolve issues in a timely manner. Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer. Manages all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures. Understand the issue's business impact and prioritize and accordingly put effort to ensure a time response and resolution for the customer. Resolve known customer issues using a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials. Resolve undocumented customer issues through advanced problem solving. Obtain general understanding of OS and application operations related to product usage, understanding of database applications, web server technologies & SaaS technologies. Experience with APIs, BI/Reporting & Salesforce working knowledge. Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions to the SME/designated contacts so that trend can be analyzed, and feedback is given out to relevant stakeholders. Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix. Should forward any issues/escalations to next level of support for further resolution. Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure. Responsible for following established processes and policies in all customer interactions and escalations. Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction. Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, blog creation, responding to forum posts, incident case notes logging and recording, bug logging etc. Responsible for ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps. Should be open to work in a 24X7 environment with willingness to cater to any geography. Experience/Qualifications Required B. Tech. / MCA 2+ years of Application Support experience in International Technical Support required Working knowledge of different OS including WIN, Mac and UNIX Core Java, JavaScripting, HTML and CSS Webserver Technologies, SaaS Knowledge and understanding of database applications Conceptual understanding of working of REST and Web APIs' Experience working in a team environment, managing a diverse workload Outstanding written & verbal communication skills in English with a neutral accent General cultural awareness, particularly for agents who are supporting customers in a region other than the one they're located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).