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Technical Support Engineer
Sectigo
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Work closely with Sectigo s customer base and sales department.
- Handle all issues escalated from Engineers for technical support, taking ownership of customer issues reported and seeing problems through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Assisting various customers through Phone, E-Mail or Chat, until they resolve the reported technical issue.
- Provide prompt and accurate feedback to customers.
- Follow up with unresponsive customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Prioritize and manage several open issues at one time.
- Ensure all reported issues about the system are properly logged and reported.
- Contribute to create Knowledge Base of known issues and their fixes.
- Other duties as assigned and related to the nature of this role and company initiatives.
Education:
- Bachelors or college degree in business and/or technical related field or equivalent experience is preferred.
Experience:
- A minimum of 1 full year of experience in a customer support and/or help desk setting.
- Knowledge on Networking, Web Servers, Web Hosting, DNS, and Cryptography is strongly preferred.
- Relevant knowledge and working experience with Linux and Windows Servers are strongly preferred.
- Strong communication and organization skills, with attention to detail and must be able to multi-task.
- Superior customer service and phone mannerism is required to handle the support of Sectigo s customer base.
- Experience working with large accounts.
- Knowledge of corporate environment.
- Knowledge of Sectigo products and services, including policies and procedures.
- Computer literacy skills must include the use of e-mail, databases, and word processing applications.
- Excellent interpersonal and organizational skills.
- Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
- Excellent verbal and written communication skills.
- Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
- Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours.
- Must be willing to carry the after-hour Support pager.
Employment Type: Full Time, Permanent
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What people at Sectigo are saying
Technical Support Engineer salary at Sectigo
reported by
5
employees
with 3-7
years exp.
₹3
L/yr - ₹4.1
L/yr
15%
less
than the average Technical Support Engineer Salary in India
View more details
What Sectigo employees are saying about work life
based on 5 employees
Flexible timing
Rotational Shift
No travel
Night Shift
Sectigo Benefits
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