Senior Technical Support Engineer
Location
Secunderabad | India
Job description
Job Requirements
About Phenom: Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
Phenom People is a leading global provider of talent experience management software. Our mission is to help companies attract, engage, and retain top talent through innovative technology solutions. We are looking for a highly skilled and motivated Senior Technical Support Engineer to join our growing team in Hyderabad, Telangana, India.
What You'll Do As a Senior Technical Support Engineer at Phenom People, you will be responsible for providing technical support to our clients and ensuring their satisfaction with our products. You will work closely with our customer support team to troubleshoot and resolve technical issues, as well as provide guidance and training to our clients on how to use our software effectively.
- Respond to customer inquiries and provide technical support via phone, email, and chat
- Troubleshoot and resolve technical issues related to our software products
- Collaborate with the customer support team to escalate and resolve complex technical issues
- Document and track customer issues and resolutions in our CRM system
- Provide training and guidance to clients on how to use our software effectively
- Stay updated on product features and updates to provide accurate and timely support to clients
- Identify and report any product bugs or issues to the development team
- Continuously improve and optimize our technical support processes and procedures
What You've Done - Minimum 5 years of experience in technical support or a related field
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Strong knowledge of software applications and troubleshooting techniques
- Excellent communication and customer service skills
- Ability to work independently and in a team environment
- Willingness to work in a fast-paced and dynamic environment
- Experience with SaaS products is a plus
- Experienced 5+ years experience of relevant professional experience with development and Support to achieve operational excellence.
- Highly Technical. Strong understanding of relational databases , non relational databases (MongoDB) ,HTML, Kibana , AWS. Deep understanding of Java based application, SaaS software and administration, including troubleshooting experience with Web based applications .
- Experience working with web technologies (Eg: Javascript, React, AngularJS, AJAX, HTML, CSS).
- Good understanding of technical trends, SaaS based software application architectures and highly motivated to know more about latest technologies and new software products.
- Team player with good communication skills and interpersonal skills. Responsible for interacting with business partners to identify information needs and business/technical requirements for reports.
- Successfully conveys complex concepts and information to a broad audience
- Experience using CRM applications; Phenompeople.com or equivalent
- Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.
- Own and resolve all issues with a high standard of professionalism. Effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems.
- Solve problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty; this may include support and knowledge of other products.
- A natural problem solver that applies in-depth troubleshooting and debugging skills. Reproduce issue, triaging and debugging code and engaging effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively.
Benefits - Benefits/programs to support holistic employee health
- Flexible hours and working schedules
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every location for all Phenoms!
Diversity, Equity, & Inclusion Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.
We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!
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