Technical Support Engineer-
Pune, Maharashtra, India
2d ago

Provide awesome service to customers, excelling in empathy and case ownership Handle escalated customer issues and see problems through to resolution Facilitating customer communication, education and retention Managing a large number of disparate customer issues in parallel Collaborating with your team on issues and their solutions Reviewing manuals, release notes, and patch documentation for possible issue resolution Assist on Engineering / Product Management feature teams as customer representative Utilizing remote secure access technologies to diagnose and resolve customer issues Meeting Service Level Agreements metric for all customer channels Research, diagnose, troubleshoot and identify solutions to resolve customer issues Recreating and verifying software defects in the field or under lab conditions reported by customers Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Work in shifts with coverage 24x7x365 Ensure proper documentation and closure of all customer issues

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