Senior Technical Support Engineer - CX

Job Requirements

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

Phenom People is a leading provider of talent experience management software, helping companies attract, engage, and retain top talent. We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our growing team in Hyderabad, Telangana, India.

As a Senior Technical Support Engineer, you will be responsible for providing technical support to our clients and ensuring their satisfaction with our products. You will work closely with our customer support team to troubleshoot and resolve technical issues, as well as provide guidance and training to our clients on how to use our software effectively.

What You’ll Do

• Provide technical support to clients via phone, email, and chat
• Troubleshoot and resolve technical issues related to our software
• Collaborate with the customer support team to ensure timely and effective resolution of client issues
• Conduct training sessions for clients on how to use our software
• Document and track all client interactions and resolutions in our CRM system
• Stay up-to-date with the latest product updates and features to provide accurate and timely support to clients
• Identify and escalate complex technical issues to the appropriate teams for resolution
• Continuously improve and optimize our technical support processes and procedures
  
  

What You’ve Done

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in technical support, preferably in a software or SaaS company
• Strong knowledge of web technologies such as HTML, CSS, JavaScript, and APIs
• Experience with troubleshooting and resolving technical issues in a timely manner
• Excellent communication and customer service skills
• Ability to work independently and in a team environment
• Strong problem-solving and critical thinking skills
• Experience with CRM systems and ticketing systems is a plus
• Willingness to work in a fast-paced and dynamic environment
• Availability to work occasional weekends and holidays as needed
  
  

If you are passionate about providing exceptional technical support and have a strong background in web technologies, we want to hear from you! Join our team at Phenom People and help us revolutionize the way companies attract and retain top talent.

Work Experience

• Experienced 5+ years experience of relevant professional experience with development and Support to achieve operational excellence.
• Highly Technical. Strong understanding of relational databases , non relational databases (MongoDB) ,HTML, Kibana , AWS. Deep understanding of Java based application, SaaS software and administration, including troubleshooting experience with Web based applications .
• Experience working with web technologies (Eg: Javascript, Coffeescript, React, AngularJS, AJAX, HTML, CSS).
• Good understanding of technical trends, SaaS based software application architectures and highly motivated to know more about latest technologies and new software products.
• Team player with good communication skills and interpersonal skills. Responsible for interacting with business partners to identify information needs and business/technical requirements for reports.
• Successfully conveys complex concepts and information to a broad audience
• Experience using CRM applications; Phenompeople.com or equivalent
• Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.
• Own and resolve all issues with a high standard of professionalism. Effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems.
• Solve problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty; this may include support and knowledge of other products.
• A natural problem solver that applies in-depth troubleshooting and debugging skills. Reproduce issue, triaging and debugging code and engaging effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively.
  
  

About Phenom

Phenom People delivers the Phenom Talent Experience Management (TXM) platform to transform the talent journey from interested candidates to thriving employees to enthusiastic brand advocates, while helping HR break the stereotype of being a cost center instead of a revenue generator.

Benefits

We want you to be your best self and to pursue your passions!

• Benefits/programs to support holistic employee health
• Flexible hours and working schedules
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!
  
  

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!