You will be part of the 3rd Tier (level) of support. You will closely work with the Engineering, Operations and Quality analysts teams in reproducing bugs, analyzing issues and finding solutions.
The position also involves mentoring new team members.
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.
- Assist and support developers in finding the root cause for an issue by investigating logs and schedulers.
- 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.
- Keep track of troubleshooting and problem resolution steps.
- Mentor new team members and provide feedback to team leads and managers of the progress.
- Maintain own level of SME knowledge and skills at the relevant standards.
Requirements
- A profound computer user who can use available tools and resources to be productive and efficient.
- SME knowledge and skills at guru level or higher in the specified area.
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