Technical Support Engineer L1

We are looking for a Technical Support Engineer with a strong understanding of SaaS platforms and excellent troubleshooting skills to join our support team.

Experience - Atleast 2 years of experience in the similar domain

Education - Must be graduate

Mandatory Skills :

SaaS Application, Technical Support, Product Support

Roles & Responsibilities :

· Preferably well versed with handling calls, emails, web tickets and chats from B2B customers.

· Must have prior experience in providing support for any software product (mobile app or web-based portal

· Good understanding of basic software concepts like front-end, back-end, API, GUI, Web hook, cloud, server.

· Basic understanding of network connectivity, Bluetooth, Wi-Fi vs Ethernet, Range limitations etc.

· Adjacent device experience can be useful- network printers, routers, cable modems

· Hardware troubleshooting skills (troubleshooting internet-connected hardware)

· Should have knowledge of device connection protocols like Bluetooth, Ethernet, Wi-Fi etc.

· Track computer system issues through to resolution, within agreed time limits

· Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue

· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

· Provide prompt and accurate feedback to customers

· Refer to internal database or external resources to provide accurate tech solutions

· Prioritize and manage several open issues at one time

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting

· Prepare accurate and timely reports

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Shift:

• Day shift
• Rotational shift

Work Days:

• Monday to Friday