Technical Support Expert for Foodtech Solutions

3 weeks ago


Pune, Maharashtra, India Fulcrum Digital Full time
About the Role

We are seeking a skilled Technical Support Expert to join our team at Fulcrum Digital. In this role, you will be responsible for delivering exceptional technical support to our customers, ensuring the smooth operation of our SaaS application and maintaining high customer satisfaction.

Key Responsibilities
  • Ticket Management: Receive and triage incoming support tickets and inquiries via various channels, quickly identify and resolve common issues using established troubleshooting procedures, provide clear and concise explanations to customers, and document all interactions and resolutions in the ticketing system.
  • Issue Investigation: Investigate and diagnose more complex technical issues, escalate critical issues to higher-tier support or development teams as necessary, collaborate with development teams to identify and implement solutions to recurring problems, and contribute to knowledge base articles and documentation to improve support efficiency.
  • Customer Relationship Management: Build strong relationships with customers, maintain a positive customer experience, proactively communicate with customers regarding issue status and resolution timelines, and provide timely and effective follow-up on customer inquiries and issues.
Requirements
  • L1 Support: Experience with ticketing systems and customer support tools.
  • L2 Support: Knowledge of SaaS applications and cloud technologies, familiarity with SQL Server and IIS is a plus.
  • Soft Skills: Excellent communication and problem-solving skills, ability to work in a fast-paced environment and prioritize tasks effectively.
Compensation and Benefits

We offer a competitive salary of $85,000 per year, along with a comprehensive benefits package that includes health insurance, retirement plan, and paid time off. We also offer opportunities for professional growth and development within the company.



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