Technical Support Engineer-III (L3)

Day-to-day

Provide high quality support via Zendesk and Zoom calls, helping our customers troubleshoot and resolve any issues that arise.

Maintain high ticket productivity and have a minimal backlog

Respond to cases in our support ticketing system as per agreed SLA’s and manage a minimal backlog of pending cases while maintaining the quality of support provided

Maintain a healthy CSAT score aligned to the organizational goal

Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams

Triage, plan and report common/redundant support ticket trends and work on a plan to mitigate them using customer self serve model

Take ownership of key projects and successfully follow and execute on the same Documentation

What we’re looking for

Minimum 5 - 7 yrs of hands on support experience with global customers in the product support space

Ability to work well as a member of a large team spanning multiple cultures and time zones

Readiness to work in India Night shift (US Day shift) and weekend shift as required

A self starter and quickly ramp up on the product and independently resolve issues with minimal help

Deep understanding of API’s

Proficiency in HTML, CSS, JavaScript

Knowledge of database tables & SQL

Fluent in English with excellent listening, verbal and written communication skills

Excellent critical thinking skills with an ability to find creative solutions

Highly detail-oriented and focused on quality

Intermediate to advanced knowledge of Excel required

Flexibility and agility with changing priorities and responsibilities in a fast paced environment