Technical Support Engineer recruitment at MGage India Pvt Ltd, Mumbai

Responsible to interact & work closely with internal support team members of L1/L2/L3. Supposed to maintain rigorous monitoring & customer support standards to be maintained looking at timely service/product issues & the way they are being handled for quicker resolution time. He should be able to provide floor support & forecast issues based on system issues and handle escalations effectively. Ideally candidate should be willing to work in rotational shifts/weekly offs. He should be able to formulate training sessions, product documents, make reports and weekly release notes to support team. Capable enough to manage teams of executive reporting to him.

Duties and responsibilities

• Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)
• Attend and acknowledge each customer call/mail.
• Efficient communication skills (English/Hindi)
• Raising trouble tickets
• Collect all the required information as per the checklist.
• Perform basic level troubleshooting for resolving customer issues.
• Help with investigations during escalations.
• Assist in resolution of technical/non-technical issues faced by customers. Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
• 100% adherence to support processes. The list includes:
• Time accounting
• Ticket management
• Review of backlogs owned on a shift basis so as to make them close to zero.
• Review of owned incidents that are completed and need to be closed.
• Follow-up with customers on the solution provided.
• Review customer feedback with a view to improving and enhancing support quality
• Replicate, test and resolve incidents that were logged by customers
• Ensure proactive communication on the known actions or events.

Competencies: The position must have the following competencies: 

         Action oriented

         Communication

         Team Player

         Decision making / Problem solving

         Customer / Client focus

         Initiative

         Ownership

         Planning & Organizing

Basic understanding of Mysql and Linux.

Additional requirements:

• Flexible to work in rotational shifts

• No Travel required