First Line Support After Noon Shift

As a Technical Support Engineer at Checkmarx's First Line Support team, you will have a vital role in assisting customers with complex cases. Your duties will involve analyzing problems, suggesting solutions, and gathering essential information to ensure effective case handling. Your proactive approach to providing the first response to customers, conducting initial case analysis, reproducing issues in a private lab, and utilizing various resources to solve cases will be essential. Your smart routing skills to direct cases to the correct team, commitment to knowledge sharing, and dedication to surpassing customer expectations for high satisfaction ratings are crucial. Key Responsibilities: - Provide initial responses to customers primarily through the Salesforce support system and occasional phone calls - Perform initial analysis and classification of customer cases - Reproduce issues in a private lab environment - Utilize diverse resources to resolve cases effectively - Collect necessary information for further case handling - Skillfully route cases to the appropriate team based on skills - Share knowledge for resolved cases - Aim to exceed customer expectations for high satisfaction ratings Qualifications Required: - Proficiency in English with exceptional communication skills - Strong problem-solving capabilities - Bachelor's degree in Information Technology, Computer Science, or related field - Minimum of 1 year of demonstrated work experience in a similar technical support role - Familiarity with Windows/Linux OS environments - Ability to grasp complex products and assist customers innovatively - Proficient in diagnosing and troubleshooting technical issues - Capable of providing detailed technical assistance both in written and verbal formats - Familiarity with IIS, Certificates, Docker Desired Qualifications: - Basic experience with authentication protocols - Fundamental understanding of Networking/Internet Services - Familiarity with MS SQL Server - Experience with Salesforce, Confluence, and Trello tools Please note that the position is based in Pune, India, and involves a fixed afternoon shift from 3:00 PM to 11:00 PM IST.,