Lead Technical Support Engineer

Role: Technical Support Engineer (Team Lead role)

Location: Goregaon, Mumbai (WFO)

What you'll be Responsible for?

• Provide support to internal / external customers while adhering to the set SLA parameters.
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues.
• Capture and document all queries / concerns via the ticketing tool / email/ calls.
• Responding to customers via various communication channels and to provide timely revert / updates / notifications.
• Share periodic updates and feedbacks on regular basis.
• Maintain regular tracker(s) and publish reports to all stakeholders.
• Ensure 100% adherence to teams and organizational processes.
• Time Management
• Ticket management
• Customer response and engagement
• Cross-functional communication and coordination
• Compliance and SOP

What You'd have?

• Basic knowledge of Linux, MySQL, Oracle, Phoenix and Hive
• Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions
• Proactive, self-motivated and should be a team player
• Flexible to work in 24x7 environment
• Ability to plan and organize