Technical Support Associate I

Company Name VARITE India Private Limited About The Client An American multinational computer software company incorporated in Delaware and headquartered in San Jose California They specialize in software for creating and publishing a wide range of content including graphics photography illustration animation multimedia video motion pictures and print About The Job 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 Essential Job Functions Deliver First Call Resolution by handling customer requests and resolving technical and non-technical issues as often as possible during the first contact for assigned products Provide professional and competent phone and online chat support for global customers Accurately document all customer interactions in a case tracking database in full written English Communicate and articulate clearly with customers both verbally and in writing Call back customers waiting for follow-up within the agreed timeframe Demonstrate ownership and willingness to resolve issues in a timely manner Assess customer sentiment during communication escalate issues when necessary and arrange for supervisor mediation if requested by the customer Manage all customer communication with proper etiquette timeliness and professionalism while achieving agreed operational targets Understand escalation handling procedures Assess the business impact of issues prioritize accordingly and ensure timely response and resolution Resolve known customer issues using knowledgebase product use user guides and other reference materials Resolve undocumented customer issues through advanced problem solving Gain general understanding of OS and application operations related to product usage including database applications web server technologies and SaaS technologies Experience with APIs BI Reporting and Salesforce working knowledge Report top call generators severe issues emerging trends feature requests and common how-to questions to SME designated contacts for analysis and stakeholder feedback Provide status updates and relevant information to support teams and customers within specified SLAs and adhere to tier matrix timelines Forward any issues escalations to the next level of support for further resolution Provide customer service escalation support to key enterprise customers using appropriate internal and external resources to bring cases to closure Follow 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 aging first contact resolution rate case quality and customer satisfaction Participate in Business Intelligence processes including knowledgebase document creation blog creation responding to forum posts incident case notes logging and bug logging Responsible for ongoing knowledge and skills development identifying developmental needs and addressing knowledge gaps Open to working in a 24x7 environment and willing to support any geography Qualifications B Tech MCA 2 years of Application Support experience in International Technical Support required Working knowledge of different OS including WIN Mac and UNIX o 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 How to Apply Interested candidates are encouraged to respond submit their updated resumes and for additional job opportunities please visit Unlock Rewards Refer Candidates and Earn If you re not available or interested in this opportunity please pass this along to anyone in your network who might be a good fit and interested in our open positions VARITE offers a Candidate Referral program where you ll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE Experience Level Bonus Referral 0-2 years INR 5 000 2-6 years INR 7 500 6 years INR 10 000 About VARITE VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA UK CANADA and INDIA VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking Cloud Infrastructure Hardware and Software Digital Marketing and Media Solutions Clinical Diagnostics Utilities Gaming and Entertainment and Financial Services Equal Opportunity Employer VARITE is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees We do not discriminate based on race color religion sex sexual orientation gender identity or expression national origin age marital status veteran status or disability status