Technical Support Engineer

• Youll serve as frontline contact for external customers by answering technical support telephone calls, chats, and emails
• Answer questions and troubleshoot issues related to use of SaaS software applications
• Youll be an advocate for the customer and communicate feedback to and from the members of our product development, and management in a very concise manner
• Take ownership of technical issues from initial report to final resolution and assist internal groups with technical issues and inquiries
• Deliver effectively with customers in written and verbal form, maintain accurate time records on our ticket tracking system - Salesforce
• Create support documentation for internal and customers use
• Meet individual case management, SLA and C-SAT goals
• Proactively monitor the customers environment by running reports, activity logs and product usage to identify, application issues that prevent customers from achieving system supported business objectives
• Maintain customer support call communications in our CRM application - Salesforce
• Help expand the knowledge base towards self-serving customers by producing relevant, accurate documentation like FAQs, User manuals, Installation guides etc
• Be open to accept additional responsibilities assigned to meet the deadlines
• Perform related duties as assigned by Supervisor, Youll Report to your Manager at IC3 level
• Maintain compliance with all company policies and procedures

• Education - BE, MCA, MCS
• 2+ years experience, providing direct technical support to external customers by phone and electronically
• Excellent problem-solving skills and ability to navigate challenging situations, in a professional manner
• You should have strong skills of managing tasks, time and resources with clear articulation and work collaboratively

Good To Have

• Familiarity with XML, APIs, and databases
• Knowledge of Sales Tax (VAT & Use Tax) and ERP domains
• Experience with product-based or SaaS companies
• You should have abilities to think on critical projects and proficiency with Salesforce and Atlassian Jira