Technical Support Engineer

Open Position: Technical Support Engineer
Location: Malad (West), Mumbai
Experience: 2 Years to 9 Years
Qualification: Graduate
Only Mumbai Suburban-based location (Dahisar to Dadar) candidates apply for the Position.
We are working 6 days, i.e., from Monday to Saturday

Job Description:-

• Research and identify solutions to users’ concerns/issues regarding software applications.
• Diagnose and troubleshoot product-related issues, including account set-up.
• Ask customers targeted questions to understand the root of the problem quickly.
• Track Application issues through the resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Proper and timely escalation of unresolved issues to appropriate internal teams.
• Provide prompt and accurate resolution feedback to customers' concerns.
• Proactively raising the concerns/gaps identified.
• Refer to internal databases or external resources to provide accurate technical solutions.
• Ensure all issues are properly logged.
• Keep all required stakeholders updated on the status of priority issues raised.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their applications are fully functional after troubleshooting.
• Identify the area where training is required for customers/teams internally.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Build and maintain cordial relationships with clients.

Requirements:-

• Good Communication
• Email Etiquette​
• Technical Skills
• Ticketing Tools
• SQL Database Queries
• Advanced Excel
• Implementation Support
• Software Help Desk
• Help Desk Support
• Remote Support
• Implementation Manager

Job Types: Full-time, Permanent

Pay: ₹420,000.00 - ₹1,000,000.00 per year

Benefits:

• Provident Fund

Work Location: In person