What you'll be Responsible for?

<ul>
<li style="margin-left:0px;">Provide support to internal / external customers while adhering to the set SLA parameters.</li>
</ul>

<ul>
<li style="margin-left:0px;">Facilitate calls with customers to explain/resolve/address the issues raised to technical support team</li>
</ul>

<ul>
<li style="margin-left:0px;">Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns</li>
</ul>

<ul>
<li style="margin-left:0px;">Collaborate / coordinate with backend teams in identifying / resolving customer issues.</li>
</ul>

<ul>
<li style="margin-left:0px;">Capture and document all queries / concerns via the ticketing tool / email/ calls.</li>
</ul>

<ul>
<li style="margin-left:0px;">Responding to customers via various communication channels and to provide timely revert / updates / notifications.</li>
</ul>

<ul>
<li style="margin-left:0px;">Share periodic updates and feedbacks on regular basis.</li>
</ul>

<ul>
<li style="margin-left:0px;">Maintain regular tracker(s) and publish reports to all stakeholders.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ensure 100% adherence to teams and organizational processes.</li>
</ul>

<ul>
<li style="margin-left:0px;">Time Management</li>
</ul>

<ul>
<li style="margin-left:0px;">Ticket management</li>
</ul>

<ul>
<li style="margin-left:0px;">Customer response and engagement</li>
</ul>

<ul>
<li style="margin-left:0px;">Cross-functional communication and coordination</li>
</ul>

<ul>
<li style="margin-left:0px;">Compliance and SOP </li>
</ul>
What You'd have?

<ul>
<li style="margin-left:0px;">Basic knowledge of Linux, MySQL, Oracle, Phoenix and Hive</li>
</ul>

<ul>
<li style="margin-left:0px;">Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions</li>
</ul>

<ul>
<li style="margin-left:0px;">Proactive, self-motivated and should be a team player</li>
</ul>

<ul>
<li style="margin-left:0px;">Flexible to work in 24x7 environment</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to plan and organize</li>
</ul>

Technical Support Engineer

Job Details & Overview

Skills Required for Technical Support Engineer

Job Description for Technical Support Engineer