Job Description:
Software Technical Support Engineer is expected to be part of of entire product roll-out and maintenance life cycle by effectively understanding, analyzing, installing and supporting the software products remotely and with direct visits. Specific tasks will include:
Attending Software Product Understanding Sessions
Software Installation on Customer Devices over remote connections/direct visits
Software Product Demo to prospects & customers
Troubleshooting & Analysis of issues reported by customers
Resolve issues in a stipulated time period and properly communicate the details
Escalate issues that needs L3 Support and follow up the same to closure
Responsive, proactive and professional in all interactions with customers and internal stakeholders
Software Training to Customers/Internal Stake Holders
Monitoring and maintaining the production environments.
Document FAQs, Best practice guidelines and Knowledge base articles.
Required Skills:
Excellent written and verbal communication skills in English (Mandatory)
Proficiency in additional languages like Tamil, Hindi etc. is an added advantage.
Willingness to work in shifts (Includes night shifts) and on customer visit assignments