L2 Technical Support Engineer

Job Description

Hiring: Contact: dhanabal@saasant.com /9150399970 Position- L2 Product Support Engineer No of positions: 5 Preferably candidate from Coimbatore location Preferable Notice Period-Immediate/30 days Experience: 3+ years Shift timings- (6:30pm-3:30am) Work Location: Coimbatore Salary Range: 5.5 LPA Roles and Responsibilities · Provide technical support to our customers by answering telephone calls (primarily) and replying to emails in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction · Document all activities and communication with customers and update cases in order to track progress with each open incident · Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores · Analyse and clarify customer queries through troubleshooting and researching existing knowledgebase articles / known issues · Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice · Use and create knowledgebase articles in line with our best practice based on new product information, support incidents and/or common / critical issues · Adhere to the best practices for Technical Support Services · Active participation in team and departmental meetings by providing feedback on day-to-day activities and suggest recommendations for improvement. · Manage customer expectations regarding estimated response times for issue resolution. · Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team. · Be responsible for important support metrics include average response time, first call resolution, customer satisfaction rating and net promoter score. · Ability to multitask in a fast-paced environment · Document all communication via ticketing systems · Participate in acceptance testing and review of newly released software · Assist in isolating source of issues which may include working with integrations to other applications, client’s local environment/infrastructure or our hosted environments. · Expertise working with Microsoft Excel Excellent ability to learn and articulate software-related and technical concepts. Desired Skill set: · 2+ years of experience in a technical support role in an inbound contact centre supporting international customers · Excellent communication skills with a neutral accent and clear enunciation · Ability to work both independently and as a team player with a positive attitude · Quick adaptability with an openness to learn and develop · Excellent logical and problem-solving skills · Customer focus · Willingness to work in US shifts and follow US holidays. · A Bachelor's Degree (preferably from computer science background) Key Skills Skills Product Troubleshooting, Application support, Technical Support, Customer Satisfaction Support Services, Product support, Operating Systems. Show more Show less