Sr. Technical Support Engineer Job in Crediwatch

Job Description

Roles and Responsibilities:

• You are highly analytical and methodical while working to solve problems of medium to high complexity.

• Obsessed with customer satisfaction, supporting the customers on their digital journey and empowering them to achieve more.

• Work closely with tech support engineers, Business Development, members of the engineering team and PMO for faster resolution of client tickets, and ensure customer satisfaction.

• Demonstration of analysis, problem-solving and troubleshooting skills

• Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.

• Ability to quickly understand and grasp the functioning of the Product

• Manage and evolve the support workflow, to continuously improve (reduce) the TAT for ticket resolution.

• Ticket creation, categorising and prioritising

• Resolve technical issues via all possible channels

• Document new procedures

• Prepare technical reports, SLA reports, and work with PMO to close any gaps that exist to improve customer experience.

• Answer customer-related technical issues

• Communicate and interact with all product stakeholders

• Managing the schedule of cases, which includes determining priority levels and sometimes negotiating and setting expectations with customers

• Drive operational excellence through quality closures and proper escalation of issues

• Document relevant information and ensure that the customer is communicated within a timely manner regarding the overall progress of their issue and treated with the highest degree of respect

• Communicate technical issues to both internal and external customers quickly in a fast-paced customer critical environment

Required: Go through these carefully. If you have these qualities, you got a shot!

• Passion for delivering outstanding customer experience

• Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability

• Detailed, organized, and results-oriented, with a strong level of attention to detail

• Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure

• Team player enjoys working hard, exhibits professionalism is dedicated to not just meeting but even exceeding expectations

• Bonus to having professional programming/scripting experience, experience with Microsoft Exchange/Outlook 365, and/or configuring SSO

• Exposure to MongoDB would be desirable

• Experience with JSON or other structured data formats

• Experience with data filtering using MS Excel

• Experience with handling customer escalations

• A confident individual to meet the fast-paced environment.

• Computer and mobile-savvy with moderate knowledge of MS-Excel.

• Available to respond to customers to meet the SLAs and ensure the TAT is met

• Experience in a similar role is a bonus.

• As a 24X7X365 organization, the ability to work in shifts, on holidays, and on-call responsibilities is needed.

Experience- 4 -6 Years