We are looking for a bright Technical Support Engineer to provide enterprise level assistance to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Conducting Product Walkthroughs and providing resolutions to customers queries on the MindTickle product
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles

Requirements:

Must Haves:

  • Good in problem analysis, troubleshooting, requirement analysis
  • Solid verbal, written, presentation and interpersonal communication skills
  • Fast learner and can pick up new technologies
  • Capable of working on a cross-functional team to solve business & tech problems
  • Willing to work in US shift.
  • Ability to make complex technical matters easy-to understand even for non-technical people
  • Highly driven individual with an execution focus and a strong sense of urgency
  • Self-directed and resourceful / entrepreneurial experience and attitude
  • High level of enthusiasm about helping and serving clients, strongly customer and solution oriented personality
  • Handle details accurately and in a timely manner

Good to haves:

  • 2+ years experience in Customer Support within an enterprise software organization
  • Knowledge of SaaS business model, SaaS technologies, and related applications
  • Knowledge with web dev technologies (JavaScript, HTML, CSS) a big plus
  • Proven time management skills in a dynamic support environment
  • A background in engineering or support

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