Job Description

Greetings from Domnic Lewis International LLc! We are hiring for the role of \'Sr Customer Support Engineer- Analytics and BI\' for an American project management application service provider based in San Jose, California. Experience required:5 to 8 years Mode: Hybrid Location: Bangalore Notice Period:30 days Maximum : Job Scope and Accountabilities: Answer incoming customer support requests in a fast-paced environment via email, chat or phone during the US working hours 08:00 pm - 4:30 am India Time Zone Help investigate and drive to resolution issues customers are facing while using and Analyze product Maintain and develop efficient cross-team collaboration related to customer needs Collaborate with product teams and engineers to achieve efficient resolution of technical issues Manage customer-related escalations and collaborate with other departments on their resolution Help educate colleagues and teammates on technical cases Design and deploy Analyze configurations as part of professional services delivery to customer Experience Requirements Must be ready to work the night hours 08:00 pm - 4:30 am India Time Zone 3+ years of experience working in Technical Customer Support or Customer Success roles. English proficiency with exceptional verbal and written communication skills (C1/C2). Proficiency in troubleshooting of web applications using a browser\'s console and network tabs Analytical mindset and proved data-driven approach to issues Professional experience with analytics & BI tools & systems (Tableau, PowerBI, Excel, Sisense, BigQuery) Bachelor\'s degree or equivalent work experience Desirable Skills Excellent customer service skills: the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious; Willingness and ability to learn constantly; Knowledge of SQL or Python and statistics Ability to understand customers\' problems, advocate for them within organization and offer a perfect solution for customer\'s unique needs; You are highly organized and great at keeping track of large and small tasks; You should be able to grasp technical issues and understand their impact on the service being delivered to customers; You are able to understand, interpret and communicate complex technical information in user-friendly ways

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