Customer Support

1 week ago

Pune, India Simplifai Full time

Simplifai is a Global IT company specializing in process automation with help of

Artificial Intelligence. We are looking for Technical Support Engineer at our Baner,

Pune Office.

Job description
- Responsible for 1st and 2nd line support for our customers using Simplifai's

Digital Employees
- Respond to customers within SLAs with proper plan for resolution and make

sure customers are happy and getting good customer service
- Troubleshoot and debug error logs and report failures to correct 3rd line with

as much information as possible
- Coordinate with product owners and customer leads to make sure support

documentations and SLAs are always up to date
- Build support organization from scratch and setup processes and routines
- Documentations and training of new products and training the team
- Monitoring Cases against SLAs and provide Skills
- 3 to 5 years of experience as Technical support engineer providing support for

complex IT systems in international environment
- Understanding of Software development technologies will be an added

advantage.
- Excellent communication skills in English both written and verbal
- Should be able to setup workflows and documentations for L1, L2 and L3 as

per SLA per customer
- Experience in building and motivating team in added advantage
- Will be ready to work in rotational shifts

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