Role : We are looking to hire a Support Executive engineer. In this role, you will be responsible for handling technical issues that are being faced by the users using the Fountain platform.
You would be working closely with the Software Engineering team to get an in-depth knowledge of the Fountain platform, contact users via phone / WhatsApp / email, and / or provide clear, written instructions and technical manuals.
To be qualified for this role, you should hold a degree in any engineering field. If you- re naturally a helper, enjoy assisting people with computer issues, and are able to explain technical details simply, we- d like to meet you.
As a Tech support Executive at Chai Point, you will be expected to,
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including network configuration
Ask users targeted questions to quickly understand the root of the problem
Talk to users through a series of actions, either via phone, email or chat, until they- ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to users
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with users to ensure their issues are resolved and they are unblocked
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with users
Hands-on experience with Windows / Linux environments.
Ability to diagnose and troubleshoot basic software / hardware issues.
Familiarity with remote desktop applications
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Bachelor's degree in Information Technology, Computer Science, or relevant field.
Good understanding of computer systems / software, mobile devices, and other tech products
Knowledge of basic SQL to quickly identify any configuration issues or data discrepancy is a plus
0-5 years of experience