Technical Support Engineer - Zendesk System

Job Description : As a Technical Support Engineer, you will be the department subject matter expert and will serve as the escalation point in resolving customer complaints and/or complex issues. You'll work closely with customers, team members, and other departments to serve as a driving force to provide world-class service levels. You'll help to identify areas of improvement and assist in implementing new troubleshooting methods to provide effective solutions for our clients. 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 : Other OKR : - Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback. - Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements. - Exposure on creating technical documentation and SOPs for internal processes 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 - Preferred - Exposure to metabase and Zendesk (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 1/11/2025