Technical Support Engineer (Bengaluru, IN)

Overview

• Interact with customers to provide information in response to inquiries, concerns, and requests about products and services.
• Become the product expert and understand in depth how configurations affect product functionality.
• Own the onboarding of new customers.
• Configure, install, maintain and upgrade computer systems hardware and software.
• Restores files or systems by designing, writing and implementing backup procedures.
• Ensure continuous monitoring of ageing of tickets and aggressively focus on solving tickets quick.
• Understands, utilizes and provides input for updates to the process documentation related to tools and processes required for smooth operations.
• Assist the Operations Manager in daily management.
• Open and track tickets through resolution and give summary reports to customers and internal stakeholders.
• Execute resolutions to problems and follow standard practices.
• Determine, record and work with team to revise current procedures to enhance customer satisfaction.
• Develop best practices and guidelines for Tech Ops team.
• Review meeting with internal & external stakeholders (weekly / monthly).
• Following defined escalation path when needed.
• Re-routing misdirected incidents that have not been handled in a timely manner.
• Adhering to defined internal & external SLAs.
• Flexible to work in rotational shifts.
  
  

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