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Job Title: Support Engineer Location: Gurugram, India Who are we: At Eptura, we're not just another tech company; we're a global powerhouse revolutionizing the workplace. Our innovative worktech solutions digitally connect people, workplaces, and assets in a unified platform, empowering 25 million users across 115 countries to thrive and succeed. Joining Eptura means being part of a dynamic and forward-thinking team trusted by some of the world's most renowned companies, including 45% of Fortune 500 brands. We are on a mission to shape the future of work, and we want passionate, driven individuals like you to help us create a better, more connected world. If you're excited about making a real impact and being at the forefront of workplace innovation, Eptura is the place for you! About the role: Are you passionate about helping others and thrive in a fast-paced environment? As a Frontline Support Engineer at Eptura, you'll be the superhero our clients need, providing exceptional support through phone, email, and in-app communication channels. You'll become a master of our software and a guru of our clients' needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact. Role Overview: Passionate Support: Be the enthusiastic voice of Eptura, delivering best-in-class global customer support. Technical Expertise: Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism. Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds. Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction. Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers. Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch. Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings. Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes. Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback. Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members. Technical Skillset Required: 1 year experience supporting SaaS software. Basic knowledge of SQL Server is desired. Hands-on experience of cloud environment is desired. What will make you successful: Outstanding Customer Service Skills: A genuine passion for helping others and delivering exceptional service. Excellent Communication: Stellar verbal and written communication skills with both technical and non-technical individuals. Relationship Builder: Ability to establish and maintain strong working relationships with internal, partner, and customer personnel. Technical Prowess: Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail. Tech Savvy: Proficiency in using personal computers and related software applications. Continuous Learner: Eager to take on new challenges and continually learn about applications and technology. Self-Motivated: Ability to manage time effectively and stay organized. Process Knowledge: Understanding of the software development lifecycle and end-user support processes. Experience: 1+ years of experience in client support is desired. Benefits: Health insurance fully paid–Spouse, children, and Parents Accident insurance fully paid Flexible working allowance 25 days holidays 7 paid sick days 10 public holidays Employee Assistance Program Eptura Information: Follow us on Twitter | LinkedIn | Facebook | YouTube Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world Show more Show less
