Technical support

Capillary Technologies

2 - 4 years

2 - 4 Lacs

Bengaluru Karnataka India

Posted:20 hours ago| Platform: Foundit logo

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Skills Required

zendesk CRM Tools Technical Troubleshooting Product Support Technical Support Services

Work Mode

On-site

Job Type

Full Time

Job Description

Resolving problems on the product s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
Will be required to be on-call once assigned on necessary weekends and holidays
Ensure all customer issues are resolved within the agreed service level agreements.
Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an efficient manner
Ensure customers are updated regularly and frequently with progress using the support team s ticketing system.
Work with Engineering and cross-functional teams to identify impact and help prioritize
Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
Execute the Incident Management procedures in the event of a serious live service incident with customers.
2+ years of relevant experience in a customer focused position involving technical knowledge of a companies products and services.
Bachelor s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
High work ethic and organizational skills with the ability to self-manage time and deliverables.
Able to work on rotating shifts that cover weekends and holidays as required.

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