L2 Technical Support Engineer

Position- L2 Product Support Engineer
Preferable Notice Period-Immediate/30 days
Experience: 3+ years
Shift timings- (6:30pm-3:30am)
Work Location: Coimbatore


Roles and Responsibilities

• Provide technical support to our customers by answering telephone calls (primarily) and replying to emails in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction
• Document all activities and communication with customers and update cases in order to track progress with each open incident
• Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores
• Analyse and clarify customer queries through troubleshooting and researching existing knowledgebase articles / known issues
• Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice
• Use and create knowledgebase articles in line with our best practice based on new product information, support incidents and/or common / critical issues
• Adhere to the best practices for Technical Support Services
• Active participation in team and departmental meetings by providing feedback on day-to-day activities and suggest recommendations for improvement.
• Manage customer expectations regarding estimated response times for issue resolution.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
• Be responsible for important support metrics include average response time, first call resolution, customer satisfaction rating and net promoter score.
• Ability to multitask in a fast-paced environment
• Document all communication via ticketing systems
• Participate in acceptance testing and review of newly released software
• Assist in isolating source of issues which may include working with integrations to other applications, client’s local environment/infrastructure or our hosted environments.
• Expertise working with Microsoft Excel Excellent ability to learn and articulate software-related and technical concepts.

Desired Skill set:

• 2+ years of experience in a technical support role in an inbound contact centre supporting international customers
• Excellent communication skills with a neutral accent and clear enunciation
• Ability to work both independently and as a team player with a positive attitude
• Quick adaptability with an openness to learn and develop
• Excellent logical and problem-solving skills
• Customer focus
• Willingness to work in US shifts and follow US holidays.
• A Bachelor's Degree (preferably from computer science background)

Key Skills
Skills Product Troubleshooting, Application support, Technical Support, Customer Satisfaction Support Services, Product support, Operating Systems.