Technical Support | US Process | Immediate joiner preferred

Job Description

Job Title- 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 Requirement Experience with US project: Min 2 to 3 years Excellent communication skills Open for Night Shifts Please drop your CV @ naresh.arya@rsystems.com, if you have relevant Experience and can join on early basis