Customer Assist Support

Job Description

Title: Support Engineer Job Location: India Role Type: Full time Reports to: Lead Support Summary of the profile: Support engineers provide top-notch service while simultaneously improving the overall customer service process. Their job is to technically understand a companys entire product and service offering so they can handle escalated support requests. They are empathetic, technically skilled problem solvers with a knack for digging to the root of problems and offering solutions. What youll do here: Customer Query Handling: Monitor and respond to incoming support requests during business hours as per agreed SLAs, ensuring a timely and efficient resolution. Proactive Monitoring: Conduct daily monitoring of product performance, services, campaigns, and reports to identify and address any potential issues before they impact customers. ¢ Collaboration: Work closely with internal teams (Product, QA, Solutions Architect, Implementation, and Infrastructure teams) to escalate and resolve technical issues. ¢ Issue Resolution: Investigate and troubleshoot customer-reported issues, gathering necessary information both remotely and in person to fully understand the complexity of each case. ¢ Knowledge Sharing: Contribute to team knowledge sharing and process improvements by providing permanent solutions to recurring issues, ensuring no issues reoccur. ¢ Knowledge Base Updates: Maintain and update internal knowledge bases with documented solutions and common troubleshooting steps. ¢ Ownership of Issues: Take ownership of support tickets, following through to resolution and ensuring all necessary documentation is provided. What youll thrive: ¢ Experience: 0-2 years of experience in customer support, technical support, or related roles. ¢ Technical Skills: Strong understanding of troubleshooting techniques and a general understanding of products, software, or systems used by the company. Core Competencies: ¢ Communication: Clear, concise communication with customers and internal teams to ensure effective issue resolution. ¢ Customer Focus: Ability to prioritize customer needs and deliver excellent service under pressure. ¢ Problem-Solving: Critical thinking and troubleshooting skills to diagnose and resolve issues quickly. ¢ Technical Aptitude: Willingness to learn and adapt to new tools, technologies, and products. ¢ Teamwork: Ability to collaborate with others to find collective solutions and share knowledge for continuous improvement. About RESULTICKS RESULTICKS is a fully integrated connected experience platform for Real Time Audience Engagement. RESULTICKS empowers brands to create data-driven communications to their audiences and drives business decisions through its award-winning, AI-powered big data cloud solution. Supported by the worlds first customer data blockchain, RESULTICKS unlocks incredible digital transformation possibilities by delivering the full 360 view of the customer through data consolidation and omnichannel orchestration. Built from the ground up by experts in marketing, technology, and business management, RESULTICKS enables brands to make a transformational leap to conversion-driven, growth-focused personalized engagement. With an advanced CDP at its core. RESULTICKS offers AI-powered omnichannel orchestration, complete analytics, next-best engagement, attribution at the segment-of-one level, and the worlds first marketing block chain. RESULTICKS has been named to the Gartners Magic Quadrant 2021 for Multichannel Marketing Hubs for five years in a row and has been awarded with the Microsoft Elevating Customer Experience with AI award. Headquartered in Singapore and New York City, RESULTICKS is one of the top global martech solutions servicing both B2B/B2B2C and B2C segments. RESULTICKS global presence includes the United States, India, Singapore, Indonesia, Malaysia, Vietnam, Thailand, and the Philippines. Watch video on RESULTICKS - https://www.youtube.com/watch?v=G_OwGy6unP8