Customer Support Engineer
Domnic Lewis International
Location
Bangalore | India
Job description
We are currently hiring for a 'Customer Support Engineer' for one of the leading MNC US based organisation
Experience - 5 to 8 years
Location - Bangalore
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
- Provide personalized customer service tailoring the solution to the customer needs.
- Assist customers who request support ranging from product questions to troubleshooting.
- Maintain and develop efficient cross-team collaboration related to customer needs.
- Collaborate with product teams and engineers to achieve efficient resolution of technical issues.
- Provide instructions and answer questions on application/product use.
- Help educate colleagues and teammates on technical cases.
- Keep current with product knowledge regarding features and functionality.
- Record details of interactions into Support's Ticket Management System.
- Participate in customer-centric projects, as well as internal process improvements.
Experience Requirements
- Must be ready to work the night hours 08:00 pm - 4:30 am India Time Zone
- English professional proficiency (C1+ Business min.) with excellent verbal and written communication skills.
- 2+ experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing technical roles.
- Strong self-learning and information-processing skills in a fast-paced environment.
- Ability to think critically, fix and resolve sophisticated problems in a changing environment, take initiative and identify issues.
- Customer-oriented mentality: We revolve around providing an overall outstanding experience.
Ability to grasp technical issues and understand their impact on the service being delivered to customers
- Willingness and ability to learn constantly.
- A University Degree or broad theoretical job knowledge acquired through higher education.
- Background in computing (Mac & PC), networking, usage of various web browsers, PC troubleshooting, firewalls, and proxy servers.
Desirable Skills
- Understanding of Software-as-a-Service (SaaS).
- Ability to build customer empathy and rapport under exciting circumstances.
- Ability to understand, interpret and communicate complex technical information in user-friendly ways.
- Ability to understand customers' problems, advocate for them within the organization, and offer a perfect solution for their unique needs.
- Ability to excel in a data-driven, metrics-oriented environment.
- You are highly organized and great at keeping track of large and small tasks.
- German, French or Italian professional proficiency (C1+min.) with excellent verbal and written communication skills will be an advantage.
Job tags
Salary