Customer Support Engineer
Full-Time posted 9 months ago in Customer Support Engineer Shortlist Email JobJob Description
Job Location: Hyderabad, India
Job Type: Permanent
Work from Office: Hybrid Model
Position Structure and Team Integration
- The role reports into the Head of Customer Support and position holder is part of Delivery Team.
Result expectation in terms of result areas and core activities
- Provide timely and efficient help to customers in finding their way around Visualfabriq SaaS
Main objectives of the role
- Focus on customers’satisfaction of the product and provide the first line support.
Specialization
- Customer Support
- SaaS
- FMCG
Key relationships
- Head of Customer Support
- Customer Support Team
- Customer Success Managers
Key processes in the role of Customer/product Support.
- Building extensive knowledge of our SAAS product platform and provide our customers
- support in using it.
- Supporting end customers in complex questions.
- Providing extend and elaborated answers on business & “how to” questions from customers.
- Participating in ongoing education for Customer Support Manager’s.
- Collaborating with Customer Support & Engagement Managers to strengthen the Usage of
- product within the Customers Organization.
- Understanding of technicalities like Integrations (APIs), SQL language, analysing logs,
- identifying errors in logs etc.
- Experience in basic SQL queries – application support.
- Experience in looking into code, changing configuration, analysing if its development bug or
- product bug.
- Should know where to route tickets further and know how to manage customer escalations.
Requirements
- Bachelor’s degree in business, IT, Engineering or anything similar.
- 5-8 years of experience in a similar role in the IT Industry.
- Multitasking is your second nature, and you have a pro-active + Customer First mindset.
- Excellent verbal and written communication skills in English language.
- Outstanding customer service skills.
- Knowledge of online products/ SaaS (Software as a Service) is preferable.
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