Job
Description
Requirements: 1+ years of experience as a technical support engineer / Service Desk Engineer. Strong Enterprise Experience is required. (preferably US Market). Team orientation Excellent interpersonal skills and ability to establish strong relationships with customers and internal teams. Experience with a customer support software such as Freshdesk and experience using a software defect tracking system such as JIRA. Dedication to customer service in both words and actions. Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. Self-motivated with critical attention to detail and appreciation for record keeping principles and systems. Demonstrate strong follow-through and consistently keep commitments to customers and peers. Data skills: familiarity with SQL joins, group, union operations and strong knowledge of data structures. Passionate to solve mathematical problems. Exceptional written and verbal communication skills. We provide 24x7 support for our customers, so we expect you to be available as needed for after-hours production emergencies. Job Timing: This position requires working from 7:30 PM to 4:30 AM IST . To support you during these hours, cabs and food will be provided . Responsibilities: Provide daily coordination and guidance to the team for processing incoming queries to ensure courteous, timely, high quality, and effective responses to customer issues. Lead and participate in continuous improvement projects that enhance the quality or efficiency of support. Be a product champion and assist the team in solving complex requirements / issues raised by the customers. Develop action plans to address areas of concern identified in customer satisfaction surveys. Promote the use of product documentations to improve customer satisfaction and reduce costs. Collaborate with internal teams and represent the customers for identifying solutions and workarounds. Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams. Document knowledge in the form of FAQs and knowledge base articles. Handle high MRR customers and reputed brands. Interview Levels: Round 1: Online Assesment (To evaluate Problem Solving & Technical skills - Data, SQL etc.) Test link will be shared by via Test Gorilla as an Email. Round 2: Discussion with Customer Experience Team Round 3: Discussion with Customer Experience Team Round 4: HR Discussion & Offer Roll-Out. Who are we? Everstage is a fast-growing B2B SaaS startup founded in 2020 by Siva Rajamani (Freshworks alum) and Vivek Suriyamoorthy (D.E.Shaw alum) in the Sales Performance Management category. We have raised $40 M USD in funding so far. In less than four years, we were able to win customers across four continents and count several known global companies like Paychex, Postman, Chargebee, Hackerrank, Wiley, Diligent etc., as our customers. Thanks to the rapid early traction and customer love, we became a Leader in the Sales Compensation category on G2 Crowd within 12 months of product launch and have retained our #1 spot for the past four consecutive quarters. Want to know more about working at Everstage? Read why our employees love it here on Glassdoor. Whats in it for you? Great opportunity: We genuinely care about everyone we hire. Youll learn new things and grow no matter how experienced you are; you will be working with experienced founders, leadership members & peers with a deep understanding of SaaS & the domain. Great culture: An open, fun, and exciting startup culture that empowers its people to champion big problems with the freedom to think and innovate. Growth: If you want to sit on a rocketship for career growth, heres your chance. Impact: You get to be part of a global, passionate team in a fast-paced and growth-oriented environment. The team has a work philosophy of being high on ambition, ownership, and a bias for action. Compensation & Other Benefits Total CTC: Best in the Industry Medical Insurance: 5 Lac floating amount for 5 family members. (Parents, spouse, kids). Accident Insurance: 10 Lac for self. Mental Wellness Program (unlimited free clinical counselling with a psychologist) Hybrid working from our Chennai office. Transportation, food & recreation, indoor play area etc. Flexible leave policy with an open door culture. Macbook for all & goodies, frequent parties & loads of fun :)
