Technical Support Engineer
Year Bhubaneswar, Orissa, India
Job Description
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Technical Support Engineer: We are looking for multiple Technical Support Engineers (TSE) to join our 24\xc3\x977 technical support team. Your role will be to understand and respond to the customer\xe2\x80\x99s queries for the SaaS product, mostly via our ticketing system, emails, and live chat. Most of the support will be answering \xe2\x80\x9chow to\xe2\x80\x9d questions. Therefore, you will need to completely understand our software product. Being a complex technology product, it will help you to have sound technical knowledge. It\xe2\x80\x99s not a BPO role. So, unlike any BPO representative/assistant, here you have to have the sound knowledge of each & every module and their functionalities of the SaaS product. And, help the customers with their queries. Responsibilities:
- Understand the product thoroughly and accordingly respond to the customer (B2B) queries via email, live chat and our web-based ticketing system.
- Work with the internal technical team to get answers to the technical questions.
- Help our customers solve any technical issues that are preventing them from setting up / using our services. You\xe2\x80\x99ll be helping to solve different types of technical issues that are preventing customers from using our more advanced services (API\xe2\x80\x99s, Unique links and Widgets).
- Build and maintain \xe2\x80\x9cbest practices\xe2\x80\x9d and self-service guides enabling customers to solve their own issues.
- 2-6 years of experience in technical support to software products (B2B SaaS product).
- Excellent written and verbal communication skills.
- Experience in Ticketing tools.
- Well versed with handling client calls, chat and emails.
- A sound understanding of web technologies (HTML/CSS, Networking) will be an added advantage. (Not mandatory)
- Ability to communicate politely in all possible situations.
- Should be able to handle high volume of emails.
- Open to work in a 24/7 environment.
- Experience and knowledge of Audio/Video Streaming will be a good advantage.
** Degree and experience is not a bar for potentially good candidates.
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Job Detail
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Job IdJD3242340
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBhubaneswar, Orissa, India
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EducationNot mentioned
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ExperienceYear