Location
Chennai | India
Job description
Responsibilities
- Diagnose and troubleshoot technical issues
- Ask customers targeted questions to quickly understand the root of the problem
- Talk to clients through a series of actions, either via phone, email or chat, until the issue is resolved
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure the applications are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain cordial relationships with clients
Requirements - Proven work experience as a Product Support Engineer
- Minimum 2 years of relevant experience.
- Someone who is willing to work on US shifts on a Rotation basis
- Knowledge of SQL and No-SQL database(DynamoDB)
- Good with debugging skills and log-checking
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Experience with SaaS-based software is an added advantage
- BS degree in Information Technology, Computer Science, or a relevant field
- Additional certification in AWS, Azure, and GCP is a plus
Benefits Applicable as per company policy
About Entropik Entropik is a human insights company that enables brands across the globe to conduct market research and optimize their customer and user experience. Entropik has a suite of products that offers quantitative and qualitative research fortified with our patented Emotion AI tech like Facial Coding, Eye Tracking, and Voice AI, enabling companies to make faster, more efficient, and bias-free decisions.
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