We are looking for a bright Technical Support Engineer to provide enterprise-level assistance to our customers. This technician will provide support via phone, web, email, chat, and other channels as required.
Taking ownership of customer issues reported and seeing problems through to resolution.
Conducting product walk-through and providing resolutions to customers queries on the MindTickle product.
Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base tech notes and articles.
Good in problem analysis, troubleshooting, requirement analysis.
Solid verbal, written, presentation, and interpersonal communication skills.
Fast learner and can pick up new technologies.
Capable of working on a cross-functional team to solve business tech problems.
Willing to work in US shift.
Ability to make complex technical matters easy to understand even for non-technical people.
Highly driven individual with an execution focus and a strong sense of urgency.
Self-directed and resourceful/entrepreneurial experience, and attitude.
High level of enthusiasm about helping and serving clients, strong customer and solution-oriented personality.
Handle details accurately and in a timely manner.
Good to have
2+ years experience in Customer Support within an enterprise software organization.
Knowledge of SaaS business model, SaaS technologies, and related applications.
Proven time management skills in a dynamic support environment.