Technical Support Engineer II
Bengaluru, KA, IN
6d ago

Job Description

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
  • Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team
  • Logs and tracks calls using problem management database and maintains history records and related problem documentation
  • Meet and exceed established benchmarks and expectations
  • Prepares standard statistical reports, such as help desk incident reports
  • Consults with programmers to explain software errors or to recommend changes to programs
  • Stay current on all key support topics, including product knowledge and required technical and soft skills
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work
  • Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
  • All other duties as assigned
  • Skills & Requirements

    Qualifications include :

    o3-5 years’ prior experience in a technical support role

    oMinimum 1 year experience in an escalations role

    oProficient in Microsoft Office suite

    oSalesforce experience required (and Bomgar preferred)

    oWorking knowledge of Jira and API

    oFamiliarity with Cloud based technologies

    oBasic knowledge and understanding of SQL queries and relational databases

    oStrong attention to detail and time management

    oStrong oral and written communication skills

    oStrong customer service and conflict resolution skills

    oAbility to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

    oAssociate’s degree or equivalent work experience, Bachelor’s degree preferred

    oAbility to maintain positive attitude and foster a collaborative and unified work environment

    oWilling to work in Shifts and in 24X7 work environment

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