Technical Support Engineer

Relevant Experience: 2 – 3 years

Job Description

As a Technical Support Engineer at 42Gears, you will play a pivotal role in guaranteeing client satisfaction through prompt and efficient technical assistance.

Roles and Responsibilities

• Handle incoming support calls, emails, and chat messages from clients encountering technical issues.
• Diagnose and troubleshoot technical issues associated with our unified endpoint management product.
• Provide clear, step-by-step guidance and solutions to clients, ensuring a positive and constructive customer experience.
• Escalate intricate technical issues to the appropriate internal teams for resolution.
• Collaborate seamlessly with cross-functional teams to ensure timely and effective problem resolution.
• Document and meticulously track support issues to contribute to a comprehensive knowledge base.
• Stay abreast of the latest features and updates on our unified endpoint management product.
• Conduct product training sessions for clients and internal teams as required.
• Communicate effectively with clients, keeping them informed of the status of their support requests.
• Uphold a high level of customer satisfaction through professional and courteous communication.

Requirements

• Bachelor’s degree in a relevant technical field or equivalent practical experience.
• Demonstrated experience in technical support or a comparable customer-facing role.
• Proficient troubleshooting and problem-solving skills.
• Effective communication and interpersonal abilities.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Previous experience in a SaaS environment and a strong understanding of UEM and related technologies are advantageous.

Additional Mandatory Requirements

• Availability to handle customer support through various channels, including calls, emails, and chats.
• Ability to work from the office.
• Willingness to work in rotational shifts covering a 24/7 operation.