Engineer: Technical Support
Location
Chennai | India
Job description
Who We Are
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.
'When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.'
How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - S upport, E xcellence, C ollaboration, T eamwork, I ntegrity, G rowth and O penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you'd like to be part of our growth story in delivering a market leading user experience, we'd like to talk to you.
What We Are Looking For: Sectigo has an exciting new opportunity as an Engineer on the Technology Support team. As an Engineer on the Technology Support team, you will be providing 24/7 support to Sectigo customers and partners by supporting all technical concerns related too digital certificates through multiple avenues. Duties and Responsibilities
- Work closely with Sectigo's customer base and sales department.
- Handle all issues escalated from Engineers for technical support, taking ownership of customer issues reported and seeing problems through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Assisting various customers through Phone. E-Mail or Chat, until they resolve the reported technical issue.
- Provide prompt and accurate feedback to customers.
- Follow up with unresponsive customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Prioritize and manage several open issues at one time.
- Ensure all reported issues about the system are properly logged and reported.
- Contribute to create Knowledge Base of known issues and their fixes.
- Additional responsibilities and special projects as assigned.
Qualifications
Education
- High School Diploma; Bachelors or college degree in business and/or technical related field or equivalent experience preferred
Experience
- 3-5+ years of customer support/ help desk experience
- Strong communication and organization skills, with attention to detail and must be able to multi-task
- Superior customer service and phone mannerism is required to handle support of Sectigo's customer base.
- Experience working with large accounts
- Knowledge of corporate environment.
- Knowledge of Sectigo products and services, including policies and procedures.
- Computer literacy skills must include use of e-mail, databases, and word processing applications.
- Excellent interpersonal and organizational skills.
- Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
- Excellent verbal and written communication skills.
- Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
- Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours
- Must be willing to carry the after-hour Support pager
Supervisory Responsibilities
Additional Job Demands
Job tags
Salary
