Technical Support Engineer

Zoho is one of the world's most prolific software companies. With 55+ applications in nearly every major business category, including sales, marketing, customer service, accounting and back office operations, and an array of productivity and collaboration tools built from the ground up, Zoho has the depth and breadth to solve even the most complex business challenges.

With more than 130 million+ users and over 18,000 employees across the globe, hundreds of thousands of companies rely on Zoho, every day to run their businesses, including Zoho itself. With 29 years of being private, bootstrapped and profitable, we understand what it takes to run a sustainable, resilient business.

Role

Requirements

- Should have excellent communication skills with a neutral accent.

- Should have technical expertise in handling any IT helpdesk/technical support.- Should have the urge to learn new technologies and be a self-learner.

- Should be ready to handle customers in all modes of communication (including calls, remote, chat, and emails).

- Should be adaptable to rotating shifts across different time zones.

- Should be responsible for handling a customer as a technical account manager and be a SPOC for the customers to travel along with them during their tenure with us.

- Should be able to work closely with the customer and their management team to understand their business requirements, direction and be proactive in delivering solutions through our product, and ensure that the usage of the product is happening to its full potential.

- Should be able to liaise between the customer and the internal teams to deliver the best to the customer.

- Should be able to perform a regular health check and retention checks to keep the customer always under our visibility.

- Should be able to identify opportunities and up-sell product and professional services to customers.

- Should be ready to provide training, and collect reviews and case studies from customers when required.