Sr. Technical Support Engineer Job in Crediwatch

Sr. Technical Support Engineer

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Job Summary

Job Description

Roles and Responsibilities:

  • You are highly analytical and methodical while working to solve problems of medium to high complexity.

  • Obsessed with customer satisfaction, supporting the customers on their digital journey and empowering them to achieve more.

  • Work closely with tech support engineers, Business Development, members of the engineering team and PMO for faster resolution of client tickets, and ensure customer satisfaction.

  • Demonstration of analysis, problem-solving and troubleshooting skills

  • Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.

  • Ability to quickly understand and grasp the functioning of the Product

  • Manage and evolve the support workflow, to continuously improve (reduce) the TAT for ticket resolution.

  • Ticket creation, categorising and prioritising

  • Resolve technical issues via all possible channels

  • Document new procedures

  • Prepare technical reports, SLA reports, and work with PMO to close any gaps that exist to improve customer experience.

  • Answer customer-related technical issues

  • Communicate and interact with all product stakeholders

  • Managing the schedule of cases, which includes determining priority levels and sometimes negotiating and setting expectations with customers

  • Drive operational excellence through quality closures and proper escalation of issues

  • Document relevant information and ensure that the customer is communicated within a timely manner regarding the overall progress of their issue and treated with the highest degree of respect

  • Communicate technical issues to both internal and external customers quickly in a fast-paced customer critical environment


Required: Go through these carefully. If you have these qualities, you got a shot!

  • Passion for delivering outstanding customer experience

  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability

  • Detailed, organized, and results-oriented, with a strong level of attention to detail

  • Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure

  • Team player enjoys working hard, exhibits professionalism is dedicated to not just meeting but even exceeding expectations

  • Bonus to having professional programming/scripting experience, experience with Microsoft Exchange/Outlook 365, and/or configuring SSO

  • Exposure to MongoDB would be desirable

  • Experience with JSON or other structured data formats

  • Experience with data filtering using MS Excel

  • Experience with handling customer escalations

  • A confident individual to meet the fast-paced environment.

  • Computer and mobile-savvy with moderate knowledge of MS-Excel.

  • Available to respond to customers to meet the SLAs and ensure the TAT is met

  • Experience in a similar role is a bonus.

  • As a 24X7X365 organization, the ability to work in shifts, on holidays, and on-call responsibilities is needed.

Experience- 4 -6 Years


Experience Required :

4 to 6 Years

Vacancy :

2 - 4 Hires

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