Technical Support Engineer

Role Description: 

We are looking for a Technical Support Engineer with a keen ambition to work in a fast-paced, customer-focused environment. We want an energetic and ambitious youngster who is ready to take ownership of Customer issues/queries, who loves to learn, contribute to a high-performance team.

Responsibilities: 

  • Support customers via Email, Phone, Chat and remote tools.
  • Reproduce customer issues on in house devices and raise it with Engineering team.
  • Follow up with customers and provide regular updates on reported issues.
  • Work closely with other teams whenever required.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledge base articles to capture new learnings for reuse.
  • Participate in technical communications within internal Support Team to share best practices and learn about new technologies.
  • Focus on area of technical specialization and attend technical trainings.

Qualifications:

  • Excellent verbal and written communication skills; ability to explain technical terms/concepts to customers in simple terms.
  • Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress situations.
  • Basic understanding on Software development life cycle and bug life cycle.
  • Strong understanding on all mobile device platforms and mobility terminology.
  • Knowledge of current mobile device trends in market.
  • Flexible to work in any 9-hour shift (day/night) 24/7.
  • Prior experience in supporting mobility products is a plus.
  • Strong aptitude for learning new technologies, technical concepts quickly and understanding how to utilize them in a customer facing environment.
  • Logical approach to problem solving.
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