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Location

Secunderabad | India

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Job description

Job Description for Customer Success - Technical Support Engineer

The primary responsibility of a customer Success Engineer is to solve any technical issues a customer is having while using our new products or services. These issues are often related to software applications, so it's essential that Customer Success Engineers have a solid grasp of computer systems. As with any Customer Success representative, the primary goal is to elicit the full satisfaction and success of customers, as laid out in this Hub SpotÂSupport EngineerÂjob description.

Roles and responsibilities:
ï'·Understanding client requirements and how they translate to new application features
ï'·Design creative solutions according to specifications
ï'·Liaise with global stakeholders to help debug and resolve high priority customer issues
ï'·Evaluate existing applications to update and add new features to meet business requirements
ï'·Explain what is the service, what are the boarding/integration process and guide them during all the process
ï'·Established and maintained highest possible customer relations at all times.
ï'·Exceptional computer spreadsheet and productivity software skills
ï'·Excellent problem solving and analytical skills
ï'·Very strong group presentation skills
ï'·Dedicated to finding ways to offer premium customer service
ï'·Reliable employee who can work as extend support as per the business requirements
ï'·Excellent team player and strong individual worker
ï'·Upselling our products and generate new leads
ï'·Must be flexible to rotational shifts in a 24/7 module

Qualifications:
ï'·A bachelor's degree in computer science, information technology or similar
ï'·0- 2 years of experience as a Technical Support Engineer
ï'·In-depth knowledge of Windows, Linux, and Mac OS environments
ï'·Proficiency in remote desktop and helpdesk software, such as Fresh desk, Service NOW, Zen desk and other CRM tools
ï'·Advanced knowledge of IT software, hardware, and network setup
Required Technical and Professional Expertise:
ï'·Technical Chat /Phone and Email Support Application Support (Voice) IT Trouble Shooting
ï'·Should be an expert in pitching the sales of our products and converting the inquiries into leads
ï'·Exceptional ability to prioritize and diagnose IT problems
ï'·Extensive experience in resolving customer technical queries
ï'·Proficiency in documenting processes and monitoring performance metrics
ï'·Ability to relay important application feedback to IT developers
ï'·Exceptional written and verbal communication skills
ï'·Would be flexible with shifts and extended hours for Business Requirements
ï'·MS-excel is advantage

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Job tags

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Salary