Sr. Technical Support Engineer Job in Crediwatch
Sr. Technical Support Engineer
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
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
4 to 6 Years
2 - 4 Hires