Technical Support Engineer_Noida

Opportunity: We are looking for smart problem-solvers with exceptional analytical skills who are experienced and motivated to provide excellent service to our customers and partners globally. You will get to know the core features of our product at an expert level. The primary responsibility is to handle customer issues related to products and services over the phone as well as through tickets and chat. Technical support engineers are required to troubleshoot and test directly with the customer and work cross functionally and collaboratively to resolve issues to our customer's happiness.

Key Responsibilities:

• Deliver First Call Resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products.
• Provide a professional & competent standard of phone and online support (Chat) for Global customers.
• Accurately document all customer interactions in a case tracking database.
• Understanding of escalation handling procedures.
• Understand the issues business impact and prioritize and accordingly put effort to ensure a time response and resolution for the customer.
• Resolve known customer issues using a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.
• Obtain general understanding of OS and application operations related to product usage, understanding of database applications, web server technologies & SaaS technologies.
• Experience with APIs, BI/Reporting & Salesforce working knowledge.
• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions to the SME/designated contacts so that trend can be analyzed, and feedback is given out to relevant stakeholders.
• Provide status updates and relevant information to support teams and customers within the specified SLAs, should also adhere to the time in tier matrix.
• Should forward any issues/escalations to next level of support for further resolution.
• Provision of Customer Services escalation support to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.

Required Skills & Experience:

• 1 - 3 years of Application Support experience in International Technical Support required
• Working knowledge of different OS including WIN, Mac and UNIX
• Core Java, JavaScripting, HTML and CSS
• Webserver Technologies - SaaS
• Knowledge and understanding of database applications
• Conceptual understanding of working of REST and Web APIs
• Experience working in a team environment, managing a diverse workload
• Outstanding written & verbal communication skills in English with a neutral accent
• Notice period - Immediate - Max 30 days

Interview Process

1. Apply: Submit your profile to the hafsaa_s@trigent.com
2. Initial Screening: If shortlisted, you will receive a telephonic interview from our team.
3. Assessment: Selected candidates will be required to complete an assessment – (MCQ +Video recording)
4. Final Interview: If you qualify, you will be invited for a face-to-face interview on Wednesday - 12th Mar 2025 - Noida