Technical Support-Tier-2

2 days ago

India Hunarstreet Technologies Full time ₹ 2,50,000 - ₹ 7,50,000 per year
JOB OVERVIEW: We is looking for an energetic person for Technical Support-Tier-2, preferably someone who has a deep understanding of the integrations and extensive experience in troubleshooting,, configuration, and break/fix. A successful candidate will relish the support functioning focusing on major issues or challenges that could not be solved by the first level support. He or she should be extremely detail-oriented and a team player with experience as a support tier 2 engineer as well as in-depth training in troubleshooting. If you are customer-focused, organized, and have the ability to multitask, we want to hear from you.
WHAT YOU WILL DO: ● Provide support and cater to the specific needs of our new and existing customers ● Install and configure integrations ● Record, track, and document the help desk request problem solving process including actions taken through to the final resolution ● Respond in timely manner to requests and issues ● Follow incidents through to resolution ● Provide regular updates to customer on their requests ● Test new functionality and work directly with the product team on launches ● Be empathetic and have a "tough skin" when handling customer complaints and issues ● It is imperative that Support Managers have a friendly and helpful demeanor at all times an ability to be customer facing via web shares ● Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation ● Successfully work with internal partners to identify and address any customer issues ● Provide exceptional customer support and client care ● Ability and willingness to quickly learn new technology and software ● Resolve tier 1 and 2 support tickets and escalate to tier 3
Tasks & KPI's: ● Provide troubleshooting and support to resolve issues ● Respond to tickets in accordance with SLA guidelines ● Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
REQUIRED SKILLS & QUALIFICATIONS: ● A Bachelor Degree in any field from a recognized University or equivalent. ● 5+ Years of experience in a helpdesk or customer support environment ● 2+ Years in a similar role (tier 2 or higher) ● Hands-on experience in Technical Support. ● Excellent written and verbal communication skills ● Strong computer skills ● Required experience with Zendesk ● Experience with Salesforce, Hubspot is a plus ● High attention to detail ● Data-savvy

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