interface.ai - Technical Support Engineer - Ticketing System (2-6 yrs)

Responsibilities :

- Managing the customer support department's day-to-day functions.

- Provide accurate and creative solutions to customer problems to ensure CSAT.

-Facilitate calls with customers to explain/resolve/address the issues raised to the technical support team.

- Perform troubleshooting, do analysis, and test service flows to resolve customer's concerns.

- Collaborate/coordinate with backend teams in identifying/resolving customer issues within the defined SLA.

- Capture and document all queries/concerns via the ticketing tool/email/ calls.

- Review all open tickets weekly, and share periodic updates and feedback on tickets regularly.

- Escalate support cases and priority issues to management as appropriate.

- Ensure KPIs are met consistently to achieve customer experience excellence.

- Build strong cross-functional working relationships with internal teams.

- Analyze dumps, traces, logs, and working experience in Node. JS/Express. JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers.

- Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis.

- Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities.

- Readiness to work in flexible working hours/US shifts.

Requirements :

- Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho, or anything similar.

- Excellent communication skills (both written and verbal), ability to communicate updates, and resolutions in customer friendly manner.

- Experience working in a customer-facing role, troubleshooting technical issues, work along with other internal teams for resolution.

- 2 to 4 years of technical support experience with product organizations.

- Should have excellent analytical skills and critical thinking ability.

- Experienced working with cross-functional teams within the Org.

- Extremely self-motivated, should be a fast learner.

- Experience working with on-site/virtual teams.

- Banking domain experience preferred.

- Previous work experience in a chatbot space is a huge plus.