Technical Support Engineer for CPG Industry

3 weeks ago


Bengaluru, Karnataka, India Thoucentric Full time
Job Description

We are seeking a highly skilled Technical Support Engineer to join our team at Thoucentric. This role is ideal for an individual with a strong technical background, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

This position involves working closely with clients to address product-related issues, ensuring that our solutions meet their business needs effectively. The successful candidate will be responsible for managing requests, changes, and incidents based on customer inquiries, utilizing established documentation and procedures.

Key Responsibilities:
  • Serve as the primary point of contact for product-related queries, ensuring deployed solutions are operating within established performance parameters and expectations.
  • Handle all communications related to assigned customer accounts, acting as a liaison between clients and internal teams to ensure transparency and timely updates on support requests.
  • Collaborate with engineering and business teams to ensure continuity of service and expedite resolution of customer requests.
  • Build and manage a knowledge repository within the support team, ensuring the database is regularly updated with solutions, best practices, and insights gained from client interactions.

Requirements:

  • Proven experience in a L2 technical support role or similar capacity.
  • Strong knowledge of DMS and SFA systems.
  • Excellent problem-solving skills and ability to work well under pressure.
  • Outstanding communication skills, both written and verbal.
  • Familiarity with ticketing systems and customer support software.
  • A proactive approach to learning and adapting to new technologies and processes.

Benefits:

  • Competitive salary: $80,000 - $110,000 per year, depending on experience.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.


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