Freight Tiger
Location
Bangalore | India
Job description
Freight Tiger - Support Engineer Locations : Gurugram, Bengaluru
Most Suitable Candidate Strong Technical Support Engineer profile Mandatory (Experience 1) - Must have 3-5 YOE as a Technical Support Engineer (Customer Facing) Mandatory (Experience 2) - Must have good Knowledge on any one (Scripting / Any Programming Language / SQL) Target Education - BE / BTech / MCA Target Company (Mandatory) - Product Company Roles & Responsibilities Technical Support: Provide advanced technical support for customer issues, mainly related to our products and services, like on-boarding, configuration and integration requests. Ticket Management: Triage incoming support requests and assess the severity and impact on customers. Manage and prioritize support tickets, ensuring timely and effective responses to customer inquiries. Continuously update and track the status of support cases, keeping customers informed of progress. Troubleshooting: Debugging and troubleshooting more complex issues which might require data analysis and correction, and identifying which of these problems would need product enhancements. Working collaboratively with customers and our tech and business teams to identify and implement solutions. Automation Development: Develop and implement automation solutions to reduce manual and repetitive tasks in support processes. Write scripts and code to create custom automations and tools that enhance support efficiency. Customer Interaction: The work may sometimes require communicating effectively with customers, demonstrating professionalism, empathy, and a commitment to delivering top-notch service. Knowledge Sharing and Documentation: Share your expertise by creating and maintaining knowledge base articles, guides, and documentation to empower customers and team members. Escalation Management: Serve as a point of escalation for junior support engineers, providing mentorship and guidance. Also serve as a point of escalation for all for urgent support issues. Continuous Improvement: Continuously improve the support process, identify areas for enhancement, and contribute to process improvement initiatives. Training: Assist in the training of new support engineers, ensuring a high level of proficiency in product knowledge and support techniques. Guiding the team: Guiding the support team in terms of work prioritization and execution. Ideal Candidate Bachelor's degree in a related field or equivalent work experience. 4+ years of experience Proven experience in a technical support role, preferably in a senior capacity. Proficiency in scripting and coding languages Strong problem-solving skills and the ability to think critically under pressure. Excellent communication skills and the ability to convey technical information to both technical and non-technical audiences. A proactive approach to learning and adapting to new technologies and tools.Job tags
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