Technical Support | US Process | Immediate joiner preferred
- R Systems
- 1 - 6 years
- Noida, Gurugram
- 8 months ago
- Email to a friend
- Report this job
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 @ na********a@rs*****s.com, if you have relevant Experience and can join on early basis
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: R SystemsLocation(s): Noida, Gurugram
Keyskills: Technical Support Software Troubleshooting SAAS Hardware Support Software Support Active Directory
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