Associate Technical Support Engineer

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• The ability to read and understand site drawings, field repair guides and product specifications
• Must have exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
• Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Create test plans, test cases, and other documents based on software expectations and specifications
• Account management skills including investigating and understanding current and historical issues for specific accounts
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Ability to work effectively and complete tasks/projects with minimal supervision
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
• Focuses and guides self in accomplishing work objectives
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Requirements

• Strong communication, interpersonal, motivational, and organizational skills
• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Cloud based management platform and application support
• Documentation and creating knowledge articles
• Capture serviceability and supportability requirements to improve support deliver to customers
• Good understanding of computer systems, mobile devices and other tech products
• Ability to work with hardware and software engineering on problem resolution
• CRM tools such as Salesforce
• Ability to provide step-by-step technical help, both written and verbal
• Jira or other bug management tools
• Additional certification in Microsoft, Linux, networking or similar technologies is a plus

Must Have

• Fresher or minimum 1 year of experience as a Technical Support Engineer, providing phone support for complex hardware or software solutions
• Working experience, certifications, or bachelor s degree (BCA/B.Sc/MCA/M.Sc) in technical field
• Excellent English communication is must

Location