Support - Support Engineer

Support - Support EngineerGurugram Haryana India Req 579Wednesday December 11 2024Who are we Eptura is a global worktech company that digitally connects people workplaces and assets in a unified platform to enable our customers to thrive With 25 million users across 115 countries we are trusted by the worlds leading companies including 45 of Fortune 500 brands to realize a better future at work About the role Are you passionate about helping others and thrive in a fast-paced environment As a Frontline Support Engineer at Eptura you ll be the superhero our clients need providing exceptional support through phone email and in-app communication channels You ll become a master of our software and a guru of our clients needs ensuring every support request is resolved with care and expertise This role is perfect for someone with exceptional people skills a love for problem-solving and a desire to make a real impact Role Overview Passionate Support Be the enthusiastic voice of Eptura delivering best-in-class global customer support Technical Expertise Provide top-notch technical support through chat phone and emails triaging and escalating support tickets with professionalism Problem-Solver Perform problem analysis and isolate issues with minimal oversight crafting creative solutions and workarounds Multitasker Juggle a heavy workload of chat email and phone contacts always prioritizing client satisfaction Knowledge Guru Become a subject matter expert in our products and services communicating solutions positively to customers Quality Champion Adhere to quality guidelines around case notes communication and timeliness ensuring every interaction is top-notch Bug Buster Identify and submit software bugs and new feature requests collaborating with the engineering team to improve our offerings Team Player Work closely with Tier 2 Technical Support Representatives enforcing incident management procedures and verifying hotfixes Meeting Maven Participate in weekly department meetings and internal discussions sharing insights and feedback Documentation Pro Create valuable end-user and internal knowledge base documentation to support our clients and team members About you Outstanding Customer Service Skills A genuine passion for helping others and delivering exceptional service Excellent Communication Stellar verbal and written communication skills with both technical and non-technical individuals Relationship Builder Ability to establish and maintain strong working relationships with internal partner and customer personnel Technical Prowess Strong technical background with problem-solving skills troubleshooting ability and attention to detail Tech Savvy Proficiency in using personal computers and related software applications Continuous Learner Eager to take on new challenges and continually learn about applications and technology Self-Motivated Ability to manage time effectively and stay organized Process Knowledge Understanding of the software development lifecycle and end-user support processes Experience 1 years of experience in client support is desired Benefits Health insurance fully paidSpouse children and Parents Accident insurance fully paid Flexible working allowance 25 days holidays 7 paid sick days 10 public holidays Employee Assistance Program Eptura Information Follow us on Twitter LinkedIn Facebook YouTube Eptura is an Equal Opportunity Employer At Eptura we promote our flexible workspace environment free from discrimination We believe that diversity of experience perspective and background leads to a better environment for all our people and a better product for our customers Everyone is welcome at Eptura no matter where you are from and the more diverse we are the more unified we will be in ensuring respectful connections all around the world