Urgent requirement of Technical support 63 moons

2.0 - 3.0 years

3 - 5 Lacs

mumbai, navi mumbai, mumbai (all areas)

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Job Description: Tech Support Engineer CYBX App Location: Mumbai Experience: 2 TO 3 years Employment Type: Full-time About Us CYBX is a next-generation cybersecurity application that protects individuals and enterprises from evolving digital threats. We are looking for a Tech Support Engineer who can provide timely, empathetic, and effective support to our users, ensuring they have a seamless experience with the CYBX platform. Role Overview As a Tech Support Engineer, you will be the first line of contact for our users. You will troubleshoot technical issues, guide users through solutions, and escalate complex problems to the engineering team when needed. Your role will directly influence customer satisfaction and retention. Key Responsibilities • Provide L1/L2 support for CYBX mobile and web applications. • Respond to user queries via email, chat, or ticketing systems within defined s. • Troubleshoot app installation, login, performance, and feature-related issues. • Document, track, and manage support tickets using tools like Zendesk, Freshdesk, or Jira Service Desk. • Escalate complex issues to engineering or QA teams with proper documentation. • Create and maintain user guides, FAQs, and knowledge base articles. • Assist with onboarding support for enterprise customers. • Collect user feedback and share insights with the product team to improve the app. • Ensure high customer satisfaction scores (CSAT/NPS) through prompt and empathetic support. Required Skills & Qualifications • 23 years of experience in technical support, helpdesk, or customer success roles. • Strong knowledge of mobile apps (iOS/Android) and web technologies. • Familiarity with ticketing systems (Zendesk, Freshdesk, Jira, or similar). • Good understanding of basic networking, authentication, and troubleshooting tools. • Excellent problem-solving, communication, and customer-handling skills. • Ability to document issues clearly and create user-friendly knowledge base content. INTERESTED CANDIDATE CAN SHARE RESUME ON pooja.furia@63moons.com

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