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Technical Support Engineer II

2.00 to 4.00 Years   Noida,India   25 Jun, 2023
Varite India Private Limited
Job LocationNoida,India
EducationNot Mentioned
SalaryNot Mentioned
IndustryIT / Computers - Software
Functional Areatechnology
EmploymentTypeFull-time

Job Description

Description:Location: NoidaShift: 24x7The Challenge

  • The Technical Support Engineer for Analytics solution will provide Technical Support for Client Digital Experience Customers.
  • Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success.
  • You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Client Support team (Support and Engineering).
  • The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.
  • When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.
  • Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.
  • The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.
What youll do
  • First point of contact for customer concerns relating to technical issues
  • Customer advocate and represent their needs with internal product teams
  • Provide extremely timely response/resolution to technical and product inquires
  • Provides resolution results within established Service Level Agreement Guidelines
  • Awareness of Customer business priorities & key events
  • Provides proactive Issue Status updates to required parties
  • Record and document all issues related to customers within established process guidelines
  • Trouble-shoot/qualify cases before escalating into Engineering
  • Answer questions regarding product functionality and usage
  • Enable product features included in the contract which Customer cant enable themselves through the admin console
  • Troubleshoot implementation problems
  • Work high priority technical issues
  • Provide on-site assistance as needed to resolve product issues
  • Product Content Creation (KB articles, whitepapers, forum participation)
  • Provide Knowledge Transfer sessions to help reduce escalations into Client
What you need to succeed
  • At least two years experience in a customer support environment, preferably in a high- tech setting
  • Excellent communication skills, both written and verbal
  • Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
  • Strong ability to identify, research and quantify business problems using statistical analyses on large data sets
  • Proven ability to diagnose and troubleshoot complex analytic implementation issues
  • Experience with JavaScript, jQuery, HTML and CSS
  • Experience with SQL and database management.
  • Experience with data insertion and reporting APIs, SOAP, REST and PHP
  • Thinks out-of-the-box to creatively resolve advanced development problems
  • Debugging of customer code
  • Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
  • Strong personal organization skills
  • Ability to multi-task and prioritize job requirements

Keyskills :
jQueryJavascriptCSSPhpHTMLSql

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