Customer Support Engineer–L1

Job Title - Customer Support Engineer - L1
Location - Bangalore (Must work from Office)
Shift - Open to Rotational shift
Logistics - Cabs and Food are provided

Job Description:

• We are looking for a Customer Support Engineer with strong and proven customer service experience in the IT market.
• We are looking for candidates with willingness to learn, a solution-oriented mindset and excellent communication skills. 
• The Customer Support Engineer will provide world-class support service to our Customers and ensure customer satisfaction.
• The candidate is expected to maintain a professional, courteous and customer service-focused attitude at all times.                                                                                                                                     

Qualifications:

Required:

• Minimum 3 years’ experience in a Technical Support Role
• Solid knowledge and hands-on experience in –

1. 1. Networking concepts and protocols
   2. Windows Powershell Script Writing
   3. Windows server. TCP/IT, System Admin
   4. REST API
   5. General inter-networking (e.g Active Directory) such as DNS, HTTP, iptables and SNMP

Responsibilities:

• To take complete ownership of the diagnosis and resolution of Product issues, ranging from simple to very complex
• To provide the Customer with the most suitable, relevant solution in the best manner
• To engage with Customers both in writing and verbally in the most courteous manner, through all stages of resolution
• To ensure thorough collection of case details and they’re recorded correctly and professionally
• To coordinate with multiple teams if necessary and follow-up tenaciously with them to get Customer issues resolved
• To study the trends in issues being raised and suggest changes in line with the trends
• To assist in the development and implementation of new or improved service delivery strategies and initiatives
• Ensure that knowledge is transferred and shared within the team
• Assisting in the maintenance of all process documentation that is relevant to the Product and its customers
• Work within the development cycle to assist with product enhancements and improvements

General Skills:

• Excellent problem-solving and solution-orientation
• Excellent communication skills, both verbal and written English
• Prior experience with any Remote Monitoring and Management tool
• Strong Organizational, prioritization, and multitasking skills
• Excellent time management (i.e. ability to prioritize tickets and complete research on time)
• Excellent phone etiquette
• Willingness to work with team members or group to achieve common goals
• Willingness to liaise with other departments to achieve common goals