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
Description: We are seeking a skilled IT Administrator with at least 2 years of experience in providing end-user support, managing hardware, networks, operating system installations, and backups. The ideal candidate will be adept at troubleshooting, maintaining laptop hardware, configuring network systems, and ensuring data integrity through proper backup solutions. Key Responsibilities: Hardware Support & Repair Diagnose and repair laptop hardware issues including motherboard faults, storage devices, RAM, batteries, and peripherals. Perform preventive maintenance, upgrades, and inspections to ensure optimal hardware performance. Manage inventory of hardware components and accessories. Operating System Installation & Maintenance Install, configure, and troubleshoot operating systems such as Windows, Linux, and macOS. Perform OS deployment across multiple devices using imaging tools and automated scripts. Handle driver installations and software compatibility issues. Provide guidance to users on OS usage and best practices. Backup & Data Recovery Implement and manage backup strategies using tools like Windows Backup, Acronis, Veeam, or other third-party solutions. Perform data recovery operations during hardware failures or accidental data loss. Ensure regular backup schedules are maintained and tested for reliability. Networking & Connectivity Configure and manage routers, switches, firewalls, and access points to ensure secure and efficient communication. Troubleshoot network issues including connectivity disruptions, IP conflicts, and bandwidth limitations. Set up VPN connections, manage IP schemes, and monitor network traffic. Security & Compliance Implement antivirus solutions, firewall configurations, and endpoint protection measures. Monitor system logs, user permissions, and access controls to ensure compliance with data protection policies. Educate users on security protocols and safe computing practices. IT Support & Documentation Provide helpdesk support for hardware, software, and network-related issues. Maintain detailed documentation on configurations, installations, backup schedules, and troubleshooting steps. Prepare reports and insights for system optimization and performance tracking. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). 2 years of experience in IT administration, support, or system maintenance. Hands-on experience with laptop hardware repair and troubleshooting. Proficiency in OS installations, updates, and configuration. Knowledge of backup solutions, data recovery, and disaster recovery planning. Experience with networking protocols such as TCP/IP, DNS, DHCP, VPN, and firewall settings. Familiarity with cloud-based tools and virtualization is a plus. Excellent analytical, communication, and organizational skills.
Description: The L1 - Support Engineer is responsible for providing high-quality technical support for the Saasant platform to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our platforms. The job involves handling and resolving complex technical and functional queries from customers across the globe. Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve application issues Ask customers targeted questions to quickly understand the root of the problem Refer to internal database or external resources to provide accurate tech solutions Search product documents to verify if reported problems are already known issues with a defined resolution plan Assisting in qualification/replication of the reported issue in an appropriate customer environment Information gathering to ensure complete availability of details required for root cause analysis Manage customer expectations regarding estimated response times for issue resolution. Ensure speed and quality of help received. Respond to tickets, answering all customer concerns 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. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Problem routing/escalation to next level support where required Ability to multitask in a fast-paced environment Strong active listening skills and excellent written and oral communications skills Document all communication via ticketing systems Gather the required information necessary in order to best handle customer software and technical inquiries Expertise working with Microsoft Excel Excellent ability to learn and articulate software-related and technical concepts. Desired Skill set: Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal Excellent Customer Service Orientation.
Description: We are seeking a skilled IT Administrator with at least 2 years of experience in providing end-user support, managing hardware, networks, operating system installations, and backups. The ideal candidate will be adept at troubleshooting, maintaining laptop hardware, configuring network systems, and ensuring data integrity through proper backup solutions. Key Responsibilities: Hardware Support & Repair Diagnose and repair laptop hardware issues including motherboard faults, storage devices, RAM, batteries, and peripherals. Perform preventive maintenance, upgrades, and inspections to ensure optimal hardware performance. Manage inventory of hardware components and accessories. Operating System Installation & Maintenance Install, configure, and troubleshoot operating systems such as Windows, Linux, and macOS. Perform OS deployment across multiple devices using imaging tools and automated scripts. Handle driver installations and software compatibility issues. Provide guidance to users on OS usage and best practices. Backup & Data Recovery Implement and manage backup strategies using tools like Windows Backup, Acronis, Veeam, or other third-party solutions. Perform data recovery operations during hardware failures or accidental data loss. Ensure regular backup schedules are maintained and tested for reliability. Networking & Connectivity Configure and manage routers, switches, firewalls, and access points to ensure secure and efficient communication. Troubleshoot network issues including connectivity disruptions, IP conflicts, and bandwidth limitations. Set up VPN connections, manage IP schemes, and monitor network traffic. Security & Compliance Implement antivirus solutions, firewall configurations, and endpoint protection measures. Monitor system logs, user permissions, and access controls to ensure compliance with data protection policies. Educate users on security protocols and safe computing practices. IT Support & Documentation Provide helpdesk support for hardware, software, and network-related issues. Maintain detailed documentation on configurations, installations, backup schedules, and troubleshooting steps. Prepare reports and insights for system optimization and performance tracking. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). 2 years of experience in IT administration, support, or system maintenance. Hands-on experience with laptop hardware repair and troubleshooting. Proficiency in OS installations, updates, and configuration. Knowledge of backup solutions, data recovery, and disaster recovery planning. Experience with networking protocols such as TCP/IP, DNS, DHCP, VPN, and firewall settings. Familiarity with cloud-based tools and virtualization is a plus. Excellent analytical, communication, and organizational skills.
As an L1 - Support Engineer at Saasant, your primary responsibility is to provide high-quality technical support for the Saasant platform to customers, developers, and prospects worldwide. You will be interacting with customers through email, phone calls, chats, and desktop sharing to assist them in resolving technical and functional queries effectively. Your goal is to ensure customer success by addressing their issues and providing timely solutions. Key Responsibilities: - Take ownership of customer issues, from reporting to resolution - Research, diagnose, troubleshoot, and identify solutions for application issues - Ask targeted questions to understand the root cause of problems quickly - Refer to internal databases or external resources for accurate tech solutions - Assist in qualifying and replicating reported issues in the customer environment - Gather necessary information for root cause analysis - Manage customer expectations regarding issue resolution - Respond to tickets promptly, addressing all customer concerns - Document solutions for knowledge base and suggest innovative ideas for automation - Monitor and improve support metrics such as response time, resolution rate, and customer satisfaction - Follow standard procedures for escalating unresolved issues to internal teams - Multitask effectively in a fast-paced environment - Demonstrate strong listening and communication skills - Document all communications via ticketing systems - Gather information to handle customer inquiries effectively - Proficient in Microsoft Excel and ability to learn technical concepts quickly Desired Skill Set: - Good understanding of computer systems, mobile devices, and tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software (e.g., Zendesk) - Strong problem-solving and communication skills - Provide step-by-step technical assistance verbally and in writing - Excellent customer service orientation You will play a crucial role in supporting Saasant customers worldwide and ensuring their success by resolving technical issues efficiently and providing exceptional customer service.,