Junior Support Engineer at Namecheap

We are looking for a Junior Support Engineer to resolve customer issues. The right candidate will be a self-starter with exposure working in a fast-pace environment. The candidate will work within guidance provided by other team members and managers of the group and manage relations between level 1 and level 2 customer support teams and the development team.

Job Location: Coimbatore, India

Responsibilities

• Troubleshoot technical issues assigned to the Engineering division in the helpdesk system, and provide timely resolution to customers.
  
• Handle escalations reported by level 1 and level 2 customer support through chat or other mediums.
  
• Identify top priority, production-critical issues and escalate it to the appropriate channels and follow-up till resolved.
  
• Take ownership of tickets and send regular follow-ups to customers as necessary until resolution.
  
• Meet quality and other performance targets and expectations to contribute to a positive customer experience.
  
• Document troubleshooting and problem resolution steps.
  

Requirements

• A profound computer user who can use available tools and resources to be productive and efficient. 
  
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