Job
Description
Role Overview: You will be joining Checkmarx as a technical support engineer in the First Line Support team. Your primary responsibility will be to assist customers with their challenging and intricate cases by providing prompt and effective solutions. Your role will involve analyzing customer issues, reproducing problems in a lab environment, utilizing various resources to resolve cases, and ensuring essential information is gathered for further handling by skill-based teams. Additionally, you will contribute to knowledge sharing activities and strive to exceed customer expectations to maintain high satisfaction ratings. Key Responsibilities: - Provide initial response to customer queries through the Salesforce support system and occasional phone calls - Analyze and classify customer cases, reproduce issues in a private lab, and utilize available resources to solve problems - Gather necessary information for skill-based teams to continue working on the case - Smart routing of cases to the appropriate skill-based team based on analysis - Contribute to knowledge sharing activities, such as writing articles and Root Cause Analysis (RCA) for resolved cases - Proactively aim to surpass customer expectations to ensure high satisfaction levels Qualifications Required: - English proficiency in both spoken and written communication - Strong problem-solving skills - Bachelor's degree in Information Technology, Computer Science, or a related field - Minimum of 1 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Familiarity with Windows/Linux OS environments - Ability to learn complex products quickly and devise creative solutions for customer assistance - Proficiency in diagnosing and troubleshooting technical issues - Capability to provide technical help in a step-by-step manner, both verbally and in writing - Knowledge of IIS, Certificates, Docker Desired Qualifications: - Basic experience in working with authentication protocols - Fundamental knowledge of Networking/Internet Services - Familiarity with MS SQL Server - Experience with Salesforce, Confluence, and Trello tools Additional Details: - Location: Pune, India - Fixed afternoon shift: 3:00 PM to 11:00 PM IST Role Overview: You will be joining Checkmarx as a technical support engineer in the First Line Support team. Your primary responsibility will be to assist customers with their challenging and intricate cases by providing prompt and effective solutions. Your role will involve analyzing customer issues, reproducing problems in a lab environment, utilizing various resources to resolve cases, and ensuring essential information is gathered for further handling by skill-based teams. Additionally, you will contribute to knowledge sharing activities and strive to exceed customer expectations to maintain high satisfaction ratings. Key Responsibilities: - Provide initial response to customer queries through the Salesforce support system and occasional phone calls - Analyze and classify customer cases, reproduce issues in a private lab, and utilize available resources to solve problems - Gather necessary information for skill-based teams to continue working on the case - Smart routing of cases to the appropriate skill-based team based on analysis - Contribute to knowledge sharing activities, such as writing articles and Root Cause Analysis (RCA) for resolved cases - Proactively aim to surpass customer expectations to ensure high satisfaction levels Qualifications Required: - English proficiency in both spoken and written communication - Strong problem-solving skills - Bachelor's degree in Information Technology, Computer Science, or a related field - Minimum of 1 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Familiarity with Windows/Linux OS environments - Ability to learn complex products quickly and devise creative solutions for customer assistance - Proficiency in diagnosing and troubleshooting technical issues - Capability to provide technical help in a step-by-step manner, both verbally and in writing - Knowledge of IIS, Certificates, Docker Desired Qualifications: - Basic experience in working with authentication protocols - Fundamental knowledge of Networking/Internet Services - Familiarity with MS SQL Server - Experience with Salesforce, Confluence, and Trello tools Additional Details: - Location: Pune, India - Fixed afternoon shift: 3:00 PM to 11:00 PM IST
