Technical Support Engineer | Immediate Joiners

Job Description

Desired Skills:
Preferably well versed with handling calls, emails, web tickets and chats from B2B / B2C customers.
Must have prior experience in providing support for any software product (mobile app or web-based portal).
No specific industry / domain knowledge is required.
Good understanding of basic software concepts like front-end, back-end, API, GUI, Webhook, cloud, server.
Should have knowledge of device connection protocols like Bluetooth, Ethernet, Wi-Fi etc.
Should have helped customers setup "If this then that rules" or automation, triggers, workflows. I don't see any experience that would indicate he would know how two systems would work via APIs.
Excellent Verbal & Written Communication
Good in Comprehension
Learning and knowledge enhancement
Work well in a busy team, being quick to learn and able to deal with a wide range of issues
Ability to multi task and Comfortable in operating under tight deadlines
Willing to work in shifts

Roles & Responsibilities

NOTE: This position is work from Office only

Basic understanding of network connectivity, Bluetooth, Wi-Fi vs Ethernet, Range limitations etc.
Adjacent device experience can be useful- network printers, routers, cable modems
Hardware troubleshooting skills (troubleshooting internet-connected hardware)
Preferably well versed with handling calls, emails, web tickets and chats from B2B / B2C customers.
Must have prior experience in providing support for any software product (mobile app or web-based portal).
No specific industry / domain knowledge is required.
Good understanding of basic software concepts like front-end, back-end, API, GUI, Webhook, cloud, server.
Should have knowledge of device connection protocols like Bluetooth, Ethernet, Wi-Fi etc.
Should have helped customers setup "If this then that rules" or automation, triggers, workflows. I don't see any experience that would indicate he would know how two systems would work via APIs.
Software troubleshooting skills (Prior experience in supporting an enterprise software product that had several user personas and permissions is key)
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports.

Experience: 2 to 3 years

Timing- Night Shifts

Drop your CV @ naresh.arya@rsystems.com