Technical Support Engineer Jobs in Surat

Technical Support Engineer

ITL World

0 to 3 Years

Not disclosed

Expired

Posted: 30 Jun 20

Job Description

Job description

Position Support EngineerExperience 0-1 Year Behavioral Skills

Communicate effectively with customers and technical team.* Excellent writing and speaking English skills.* Ability to effectively communicate with US/UK clientsDefine problems, collect data, establish facts and draw valid conclusions.* Read and interpret documents and write routine reports and correspondence.* Manage daily tasks and projects efficiently.* Ability to prioritize daily tasks .* Work as an effective member of a team from a variety of departments within the company (Technical, Support and Marketing)* Excellent telephone etiquette skills.* Ability to handle stressful customer support situations.Technical Skill Sets

Must use multiple forms of communication (i.e. phone, email, IM) to achieve objectives of position.* Interacts often with customers, vendors and others.* Working knowledge of ASP.NET, SQL Server 2000 and above is a must.* Knowledge about Microsoft Internet Information services and Cloud computing (Salesforce CRM) will be an added advantage.* Ability to efficiently manage case/ticket tracking system. Primary Responsibilities

Handle incoming customer calls and cases for cloud based products.* Provide client assistance promptly (early morning or late night calls) and accurately to ensure client satisfaction by using proper procedures for call control, problem resolution, reporting and escalation.* Conduct troubleshooting at customer site if necessary.* Supplement Development team efforts as needed.* Use product specific diagnostic tools and techniques to resolve customer issues.* Dial into customer sites to collect and analyse data in the appropriate format as a means to troubleshooting issuesReplicate issues, document results and present issue resolution to customers.* Work with Product Development Teams to troubleshoot the issue.* Work as a mediator between the Client and Development team.Added Responsibilities

Maintain and increase personal knowledge of Enzigma solutions/applications by initiating research through all appropriate resources including shadowing other analysts.* Proactively complete product training via eConnects, on-site classes and handbooks of processes and procedures.* Maintain and enhance the support knowledge base.Educational Criteria Any Stream related to computers. Should be flexible on time.