Frontend Technical Support Specialist

3 weeks ago


Pune, Maharashtra, India Searchspring Full time

About the Role:

We are looking for a skilled Frontend Support Engineer to join our team at Searchspring. As a Frontend Support Engineer, you will play a crucial role in ensuring our customers have a seamless and positive experience with our products. Your primary responsibility will be to research, diagnose, and resolve customer issues, providing prompt and accurate feedback, and documenting knowledge for future reference.

Key Responsibilities:

  • Investigate and troubleshoot customer issues efficiently.
  • Respond to customer inquiries promptly and provide clear, helpful assistance.
  • Evaluate and escalate unresolved issues to internal teams following standard procedures.
  • Provide timely and accurate feedback to customers, keeping them informed throughout the resolution process.
  • Ensure proper recording and closure of all customer issues within the established service level agreement (SLA).
  • Document knowledge in the form of knowledge base tech notes and articles to assist future troubleshooting efforts.

Requirements:
  • 1-3 years of experience in a customer-facing technical role, supporting a company's products and services.
  • Strong proficiency in JavaScript, HTML, CSS, REST API, and JSON.
  • In-depth knowledge of the specific products you will be supporting.
  • Excellent problem-solving and analytical skills.
  • Exceptional client-facing skills, including strong written and verbal communication.
  • Proficiency in using company help desk software, such as Zendesk or other case management tools.


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