Technical Support Agent

Role & responsibilities

Handle customer technical with a high sense of urgency and ownership while keeping

stakeholders appropriately apprised of the investigation

• Troubleshoot issues using internal & external documentation, analyze log files, use various

tools and other resources to identify root causes and resolve customer issues

• Contribute to your teams goals by thoroughly researching, testing, and documenting your

investigations as you collaborate with colleagues to help them progress their cases as well as

your own

• Share your expertise, provide guidance on troubleshooting techniques, help upskill your

colleagues, and contribute to team goals/projects as assigned

• May be assigned to specific customers and interact with AI generated proactive cases
• Work with customers through a variety of channels including live & pre-scheduled

interactions, inbound & outbound email/phone/chat in both reactive & proactive motions

• Deliver a consistent enterprise level experience aligned with customer expectations to

advance customers’ conversion, usage, and expansion of Smartsheet

• Empower our customers by helping them troubleshoot and/or understand the capabilities of

the platform & advise best practices

• Work closely & collaboratively with colleagues on a daily basis to help research and resolve the

most complex customer impacting issues

• Contribute to internal & external documentation
• Manage other responsibilities as assigned

You have:

• 2+ years technical or technical support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if

you can't solve their problem, you will ensure they are directed to the right resource

• Confidence and strong interest in problem solving
• Strong customer presence with a passion for solving complex technical problems
• A firm grasp of and experience using & supporting others use of cloud applications
• Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
• Conceptual understanding of a RESTful service
• Willingness to engage on complex matters
• Comfortable working in ambiguous situations with little to no direction
• Flexibility in your working hours as this position will require work outside of standard business

hours

• Excellent written, verbal, and interpersonal communication skills
• Ability to work independently or collaboratively in a fast-paced and dynamic environment
• Working knowledge of assigned feature strongly preferred

Content Experience Pod Specific

• General understanding with RESTful APIs and ability to understand, evaluate and discuss

technical integration scenarios and architectural concepts

• General understanding with HTML, CSS, and one or more programming languages

(Javascript, Python, Ruby, Java, C#, etc..)

Preferred candidate profile:

Immediate Joiners will get the Higher Preference

Its a Work from Office Job and Candidate should be open for Night Shifts

Both Side Cab Will be provided

5 Days Working with Rotational Week off's

Interview Mode Virtual

Kindly share your resume on shankar.rawat@rsystems.com or ping at 8448771131 for more details

Regards

Shankar Rawat

R Systems International