Technical Support Engineer III

Role and Responsibilities:

• Provide high quality support via Zendesk and Zoom calls, helping our customers troubleshoot and resolve any issues that arise
• Maintain high ticket productivity and have a minimal backlog
• Respond to cases in our support ticketing system as per agreed SLA’s and manage a minimal backlog of pending cases while maintaining the quality of support provided
• Maintain a healthy CSAT score aligned to the organizational goal 
• Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams 
• Triage, plan and report common/redundant support ticket trends and work on a plan to mitigate them using customer self serve model
• Take ownership of key projects and successfully follow and execute on the same

Essential Qualifications:

•  Minimum 5 yrs of hands on support experience with global customers in the product support space
• Ability to work well as a member of a large team spanning multiple cultures and time zones
• Readiness to work in India Night shift (US Day shift) and weekend shift as required
• A self starter and quickly ramp up on the product and independently resolve issues with minimal help
• Proficiency in HTML, CSS, JavaScript
• Knowledge of database tables & SQL
• Fluent in English with excellent listening, verbal and written communication skills
• Excellent critical thinking skills with an ability to find creative solutions
• Highly detail-oriented and focused on quality
• Intermediate to advanced knowledge of Excel required
• Flexibility and agility with changing priorities and responsibilities in a fast paced environment

Salary:

Best in Industry Standard

Location:

Bangalore