Technical Support Engineer 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 Essential Job Functions 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 put efforts accordingly to ensure a time response and resolution for the customer Resolve known customer issues through the use of 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 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 also for identifying developmental needs and addressing knowledge gap Qualifications Experience Qualifications Required Must be a Graduate Technical degree preferred 1-3 years of experience with International Technical Support Center Enterprise Support is preferred Experience in troubleshooting software on Windows and or Mac operating systems Technical Support or implementation experience supporting enterprise software solutions Experience working in a team environment managing a diverse workload Outstanding written verbal communication skills in English with a neutral accent Experience in one or more of the following additional areas Database technology SQL Web technology HTML JavaScript CSS XML PHP Networking Technologies TCP IP DNS Ability to multi-task and perform effectively under pressure Excellent analytical skills and ability to navigate challenging situations in a professional manner 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