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Technical Support Engineer - I

2.00 to 5.00 Years   Pune   19 Aug, 2021
Helpshift
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

We are on a mission to rid the world of bad customer service by mobilising the way help is delivered. Today s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with Brands on their own time. Through our market leading chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automations and AI that simply works. Companies such as Brex, EA, Square, Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilise customer service delivery. Over 820 million active monthly consumers and are enabled on 2B+ devices around the world with Helpshift.* 85k/rps* 30ms response time* 300 GB data transfer/hour* 1000 VMs deployed at peakAbout your role in the team:The role of the TSE is to respond to customer inquiries, primarily via telephone and e-mail. The TSE will also work directly with the TSE team to assist with advanced troubleshooting of our Helpshift Product. The TSE is required to participate in 24x7 on-call responsibilities during scheduled periods.About the Role:

  • Conscientiously manage a queue of support issues, and respond to new customer submissions within a well-defined SLA.
  • Become familiar with current features or bugs, and file new tickets on behalf of the team members when neededDebug customer issues by reproducing them on devices, gathering helpful information in the event of a required escalation.
  • Collect and document solutions and best practices to add to internal (Salesforce and Confluence) and external resources, including generating templated responses.
  • File bugs in JIRA, provide updates to teams across time zones, and collaborate internally to identify solutions that can be conveyed directly to our customers.
  • Evaluate use cases for feature additions, and escalate valid requests to the product team for consideration.
  • Write basic scripts or build tools in order to more effectively satisfy customer data requests
About You:
  • A Bachelor s degree in Computer Science, Information Systems, or technical and professional equivalent experience required.
  • At least 2 years of direct experience providing Enterprise B2B Tier 1 technical support or engineering operations.
  • A basic understanding of REST APIs.
  • A basic understanding of scripting in Bash, JavaScript, or Python.
  • An understanding of support infrastructures and working with global customers.
  • An understanding of customer urgency and escalation matrix.
  • Professional business writing skills for answering all customer questions with precise, detailed information and, when in doubt, prompt escalation for verification.
  • A process-oriented, assertive mentality for driving tasks through to completionA Propensity toward being proactive about impactful improvement suggestions
Nice to have:
  • Working with mobile SDKs.
  • Software development on a production-level product.
  • Project Management
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.,

Keyskills :
technical supportoperating systemsbuild toolslancustomer datause caseswriting skillstroubleshootingnetworkingcustomer servic

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