Technical Support Engineer

Job Description:

We are looking for a Technical Support Engineer with a strong understanding of SaaS platforms and excellent troubleshooting skills to join our support team. In this role, you will serve as the first point of contact for our Client/Customers; helping to resolve technical issues, answer product-related questions, and ensure a high level of customer satisfaction.

• 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, Webhook, 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

Interview Mode: Virtual

Perks:

Both side Cab

PF Deduction

Gratuity

Mediclaim

shankar.rawat@rsystems.com