Technical Support Agent

19 hours ago

Greater Noida, Uttar Pradesh, India R Systems International Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

Handle customer technical with a high sense of urgency and ownership while keeping

stakeholders appropriately apprised of the investigation

  • Troubleshoot issues using internal & external documentation, analyze log files, use various

tools and other resources to identify root causes and resolve customer issues

  • Contribute to your teams goals by thoroughly researching, testing, and documenting your

investigations as you collaborate with colleagues to help them progress their cases as well as

your own

  • Share your expertise, provide guidance on troubleshooting techniques, help upskill your

colleagues, and contribute to team goals/projects as assigned

  • May be assigned to specific customers and interact with AI generated proactive cases
  • Work with customers through a variety of channels including live & pre-scheduled

interactions, inbound & outbound email/phone/chat in both reactive & proactive motions

  • Deliver a consistent enterprise level experience aligned with customer expectations to

advance customers' conversion, usage, and expansion of Smartsheet

  • Empower our customers by helping them troubleshoot and/or understand the capabilities of

the platform & advise best practices

  • Work closely & collaboratively with colleagues on a daily basis to help research and resolve the

most complex customer impacting issues

  • Contribute to internal & external documentation
  • Manage other responsibilities as assigned

You have:

  • 2+ years technical or technical support experience, or equivalent
  • Ability to demonstrate empathetic and confident issue ownership, assuring customers that if

you can't solve their problem, you will ensure they are directed to the right resource

  • Confidence and strong interest in problem solving
  • Strong customer presence with a passion for solving complex technical problems
  • A firm grasp of and experience using & supporting others use of cloud applications
  • Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
  • Conceptual understanding of a RESTful service
  • Willingness to engage on complex matters
  • Comfortable working in ambiguous situations with little to no direction
  • Flexibility in your working hours as this position will require work outside of standard business

hours

  • Excellent written, verbal, and interpersonal communication skills
  • Ability to work independently or collaboratively in a fast-paced and dynamic environment
  • Working knowledge of assigned feature strongly preferred

Content Experience Pod Specific

  • General understanding with RESTful APIs and ability to understand, evaluate and discuss

technical integration scenarios and architectural concepts

  • General understanding with HTML, CSS, and one or more programming languages

(Javascript, Python, Ruby, Java, C#, etc..)

Preferred candidate profile:

Immediate Joiners will get the Higher Preference

Its a Work from Office Job and Candidate should be open for Night Shifts

Both Side Cab Will be provided

5 Days Working with Rotational Week off's

Interview Mode Virtual

Kindly share your resume on or ping at for more details

Regards

Shankar Rawat

R Systems International

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