Customer Support Engineer

Job Description

Job Description: Role Deliver technical support to end-users of the product by handling and resolving customer complaints. Efficient dealing of complaints to completion and enabling satisfaction of customer. Interact with customers to provide information in response to queries, concerns, and requests about products and services. Identify and escalate priority issues as per client specifications. Documenting all calls accurately with regards to Customer queries. Provides answers to clients by identifying problems & guiding them through corrective steps. Improves system performance by identifying problems, recommending changes. Obtain and evaluate all relevant information to handle product and service inquiries. Direct requests and unresolved issues to the designated resource. Communicate and coordinate with internal departments. Prioritizing and managing multiple open cases at a time. Skills & Qualification Minimum 1yr of technical support experience of dealing with the US customers. Should have exp with any ticketing tools like salesforce, BMC remedy, etc Should have good experience in US calling process. Adaptability and willingness to lean new tools and applications. Excellent communication, logical ability and convincing skills. Should be able to communicate and understand the American Accent. Self-Driven & Proactive. Should be comfortable for US Shifts. Min Experience 2 years Any graduate Desirables Good communication skills Good logical ability and ability to handle ambiguity. Adaptable and quick learner Proactive candidates should be comfortable to work in night/US shifts. Team player - Ability to work well in a team. Team Orientation- Seeks and accepts advice, suggestions and constructive criticism from other team members to achieve team goals; Informs team members of activities. Good Problem-Solving skills - Any project, any situation, and the person should try to solve problems at various levels. Willingness to work in different time zones and odd times. Time Management - Organizes own workload to achieve maximum productivity and completes work in a timely and professional manner. Skills: Technical support, software support, L1 support, ticketing tool