Visit Health - Technical Support Engineer - Troubleshooting (2-5 yrs)

Job Description :

Responsibilities :

- Take ownership of customer issues reported and see problems through to resolution.

- Escalate unresolved issues to appropriate internal teams.

- Ensure that all the related notes/ call comments are properly documented and suitable information is provided to clients.

- Provide prompt and accurate feedback to customers.

- Ensure proper recording and closure of all issues.

- Master the use of helpdesk software.

- Follow the SLA for issues concerning the severity.

- Collaborate with Product Management & Engineering teams to identify and drive improvements to our existing products.

Requirements :

- Relevant Bachelor's degree and a minimum of 2 years of relevant experience.

- Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues.

- An inquisitive nature, you'll be someone who likes to get to the root of a problem.

- In-depth knowledge of the product that the engineer is supporting.

- Knowledge of SQL, Networking (TCP/UDP/IP), and HTTP is a plus.

- Obsessed with customer support and delighting the customers.

- Knowledge of analytics tools such as MS Excel and Google Sheets.

- Team player who can engage with other functions to deliver a better customer experience and drive collaboration.

- Proven track record of taking ownership of tasks and driving forward to resolutions.

- Analytical, with the ability to interpret customer data and trends.

- Excellent written and spoken communication skills, listening skills, and presentation skills.

- Capable of working independently and developing relationships with customers, partners, internal team members, and other related stakeholders.