Customer Support Engineer

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