Customer Success Engineer Jobs in Chennai - Guidanz systems
Job Description
- Customer Success Engineer – Skedler, BI Connector
- Location: IITM Research Park, Chennai, India
- Manage the Freshdesk based customer support ticketing system for both Skedler and BI Connector.
- Define and manage the templates, workflows and automation in Freshdesk.
- Acknowledge customer tickets in a timely manner and assign appropriate priority for the tickets.
- Help resolve installation and configuration (L1) issues quickly in first response.
- For L2 issues, coordinate web conference meetings between customer and engineering for troubleshooting.
- Identify documentation, product enhancements that will prevent future recurrence of the issue.
- Create solution articles and enhance documentation to help customers prevent configuration/installation errors.
- For L3 issues that require product fixes or enhancements, create JIRA tickets to track resolution
- For L3 issues, work with Product Manager(s) and Engineering to define the priority of bug fixes.
- For L3 issues, track the resolution of issues by engineering and communicate the ETA and availability to customers.
- Create product documentation, video recordings that will help customers to install, configure, and use the products without any user errors.
- You will work in timings that overlap our predominantly US based customers.
- You MUST HAVE a minimum of Bachelor Degree in Computer Science, or Information Technology. School and College education must be in English Medium.
- You MUST HAVE 0-6 months of experience in Customer Support Role in a technology company
- You MUST HAVE excellent written and oral communication skills in English. Ability to write clear emails and documentation is essential.
- You MUST HAVE impeccable attention to detail in everything that you do. No spelling mistakes, grammatical errors, missing customer responses et al.
- You MUST HAVE good analytical and troubleshooting skills. Research, critical thinking, data analysis, and creativity are absolutely essential.
- You MUST HAVE interest in developing domain knowledge and becoming an expert in the product and related ecosystem.
- Nice to Have: DevOps skills, Linux skills, Windows skills.
- Opportunity to work in a cutting-edge product company
- Opportunity to grow and build a team
- Opportunity to work with Fortune 500 customers directly.
- Competitive Salary + Health insurance
- Stimulating IIT Madras Research Park work environment
- Amazing collaborative colleagues to work with
- Freedom and flexibility to innovate
Job Particulars
Role engineer core non it
Education BE/B.Tech
Who can apply Freshers
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id460152
Job Category Core Technical
Locality Address
State Tamil Nadu
Country India
About Company
Founded in 2011, Guidanz Technology Solutions Private Limited is a cutting-edge software product company founded by IIT Madras alumnus. It is located in IIT Madras Research Park, Taramani, Chennai, India. Guidanz develops two industry leading products that are used by Fortune 2000 customers.
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