Customer / Tech Support Engineer JD
We are looking for a Customer Support Engineer/Tech Support Engineer who will be solving high-priority customer technical issues in a fast-paced environment. The support team is the foundation of everything the company does, and we take the role of supporting our merchants seriously. This is a highly cross-functional role; you'll work closely with company’s merchants to uncover their business goals and then coach them on the best ways to use the company website to achieve them. Your role would involve explaining technical concepts, providing support for overall systems testing and implementation into the production, and creating and improving documents that help customers solve their problems. If you are someone who enjoys solving merchants' technical problems, we want to hear from you.
What You’ll Do:
- Participate in requirement, design discussions, and come up with solutions according to functional specifications
- Develop in-depth product expertise as a master Fulfil user and teacher
- Translate highly complex business requirements into technical solutions through efficient design and using appropriate tools and technologies
- Technical support and troubleshooting production issues and solution implementation
- Collaborating with the product team to share customer feedback, ensuring we continue to learn and improve our product and processes
- Identifying and resolving application issues, providing feedback for product improvements and overall direction
- Proactively identify areas of improvement and talk to our customers to ensure they are getting the most out of the product
- Involved in other programming and documentation including API references, guides, and tutorials
- Take an analytical approach to tracking points of friction for users, and then work with other teams to make those parts of our platform better
Requirements
We’re Looking for Someone With:
- Demonstrated proficiency with Python and SQL
- Relevant experience in working with eCommerce industry APIs e.g. Shopify, Magento, shipping carriers (e.g. USPS, DHL, FedEx etc), and Payment platforms
- Ability to adapt and write high-quality code that will be peer-reviewed.
- Familiarity with code versioning tools like GIT.
- Experience in working with web services i.e. HTTP, REST, JSON
- Superior interpersonal and customer support skills to provide excellent service
Similar jobs
Onboarding and Support Specialist
Skills Needed
- Experience of working in support role before - 5-10 year work experience minimum.
- Supremely organised.
- Great communication skills - both oral and written.
- Great deal of empathy and ability to feel students frustration or challenges.
- Ability to follow a process with consistent follow ups while handling setbacks.
- Comfortable with technology and data reporting etc.
- Collaborative in terms of working with other teams.
- Trainable - ability to learn MI skills, listen etc.
- Happy.
- Ability to go the extra distance for the students - double check response and make sure that the student problems are indeed solved.
- Should be able to work in the US time zone.
- Able to do small talk and should be a conversation starter.
- Added skill if understand asanas, Yoga but not an essential condition.
Education
- At least a graduate in any field humanities, physiotherapist, Yoga, science, communications etc.
- At least 3 years of experience in related work in dealing with people.
- It's an online work based out of home but may be required to travel to our offices in Bangalore sometime or for some meet, conferences etc.
Values
- Empathy: Listens to teacher stories, connects with them and understands their needs.
- Honesty/Integrity: Does not cut corners. Earns trust and maintains confidence. Does what is right not just what is expedient. Speaks plainly and truthfully.
- Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
- Attention to detail: Does not let important details slip through the cracks, well organized.
- Growth mindset: Learns quickly and not afraid to fail. Demonstrates ability to quickly and proficiently understand and absorb new information.
- Follow through on commitments: Lives up to verbal and written agreements, regardless of personal cost.
- Enthusiasm: Exhibit passion, excitement and positive energy about work.
- Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
- Yoga & Spiritual ideas: Ability to talk about yoga and spiritual matter with students.
- Honesty/Integrity: Does not cut corners. Earns trust and maintains confidence. Does what is right not just what is expedient. Speaks plainly and truthfully.
- Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
- Attention to detail: Does not let important details slip through the cracks, well organized.
- Growth mindset: Learns quickly and not afraid to fail. Demonstrates ability to quickly and proficiently understand and absorb new information.
- Follow through on commitments: Lives up to verbal and written agreements, regardless of personal cost.
- Enthusiasm: Exhibit passion, excitement and positive energy over work.
- Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
- Yoga & Spiritual ideas: Ability to talk about yoga and spiritual matter with students.
- Great communication skills: Good understanding of self and motivations of audience in order to communicate effectively with different stakeholders - engineering, design, executive team, students and teachers.
Culture
- Student centric: Ability to put student interest above everything else. Demonstrate respect for customers and ensure that customers get the best service possible
- Professional: Cares deeply about his/her profession and invests in professional growth.
- Respect for the team: Respects everybody's right to have opinions. Affirms the positive in other people
- Risk-taking: Embrace challenges, try new approaches and be ok with all failures except a failure to learn.
- If you don't meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
About us
Technical Support Engineer
Roles & Responsibilities
Proven work experience as Tech Support Engg or Desktop support.
Candidate must have experience in IT help desk technician or similar roles.
Must have technical knowledge of the below skills.
HL7
Database
API Testing
Postman
Data Integration
Experience required: 2+ Years.
Location: Baner Pune
About CrelioHealth:
CrelioHealth (formerly LiveHealth) is IT product company in the Health care domain. We are an almost decade-old IT product organisation.
We are a flourishing, Open & Flexi culture organization with a youthful team.
We are a group of young enthusiasts passionate about building the best line of products in healthcare diagnostics. Our product is LIMS & CRM used for Pathology Labs & Hospitals.
Our Product -
- CrelioHealth LIMS - Web-based LIMS (Laboratory Information Management System) and RIS (Radiology Information System) solution for automating your processes & managing the business better
- CrelioHealth CRM- Patient booking and engagement tool to take patient experience to the next level.
- CrelioHealth Inventory - Online platform to manage your lab inventory, stock, and purchases
Org link - https://livehealth.in/
Technical Customer Support
True medicines at true prices!
Our motto is to deliver value-added solutions for Indian patients beyond just pills. Our goal is to make healthcare accessible to every patient and bring it within their price range.
Headquartered in Mumbai, we are excited to build a strong product and operations team, which is passionate to build innovative solutions and willing to go the extra mile to ensure the customer has the best experience.
The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our internal team's technical issues. You will support the users by acting as the liaison between the customer and other internal teams. Your ability to work in a complex networking environment will also make you an ideal candidate.
What you will be doing:
- Mastering the Truemeds internal platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer/users issues
- Support users via live chat & phone. Respond to user's technical support requests and feature-related questions
- Create and maintain product-related documentation, internal and external
- Debug user's issues and create reproducible test cases for engineers to resolve
- Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
- Understand user goals and their desired outcome from using the product.
- Document use cases and feature requests
What we are looking for:
- Previously done customer support role. Preferably technical customer support
- You're data-driven and analytical
- Excellent follow-up skills with great attention to detail
- You are comfortable in a startup environment; are self-motivated move quickly, and wear many hats
- You have a highly structured work approach, the ability to manage multiple activities in parallel
- Good communication skills: English / Hindi / Marathi / Bengali
Customer Support executive
at Computer Ware India Pvt Ltd
- Providing IT Infrastructure support to our clients is one of the services we provide.
We are hiring a Desktop Support Executive for supporting and maintaining the the IT infrastructure and network uptime of a client with offices near Palam, In qutab Instl area and Gurgaon
- Desktop/laptop troubleshooting
- Maintenance of Mail systems
- Network Management
- Exposure to L1 server is additional benefit
Candidates should be :
- Graduates / 2-3 yrs diploma in Computers/ Electronics
- Certifications like MCP/ MCSE/ CCNA are desirable
- At least 18-30 months experience of desktop support
- Comfortable user of the internet and MS office tools
- Fluent in understanding/ speaking/ reading and writing English
- Would prefer candidates staying in the vicinity of any of the above office locations
Immediate hiring
- Provide enterprise grade support to our clients over email and phone
- Address core technical queries related to the product
- Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, APIs, HTML/CSS and Javascript
- Perform cause analysis of customer issues via in-depth research and analysis using information from product logs and other databases
- Collaborate with Engineering and Data Analytics to help solve customer issues and provide reports
- Create and maintain internal documentation repositories
- Triage incoming requests and enhance workflows to deal with incoming ticket volume
- Ensure speedy resolution of issues while maintaining high customer satisfaction
- Be a part of an elite Technical Support team
- Build partnerships and work with some of the biggest enterprise accounts across different domains like e-commerce, travel, insurance, banks, telecom etc
- Core markets include US, Europe and SE Asia.
- 1-2 years of experience providing enterprise support to Indian and Global clients (B2B SaaS)
- Hands on experience with HTML/CSS,Javascript, REST APIs and APIs
- Knowledge of Zendesk and JIRA is a plus
- Excellent written and verbal communication skills
- Ability to explain complex concepts through clear and accurate writing
- People skills and having the gift of the gab to handle tricky situations
- Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation
- Flexibility of working in rotational shifts
Life at WebEngage:
- We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
- A highly inclusive work culture that promotes a relaxed, creative and productive environment.
- Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
- Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)
- Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers & reimbursement for your WFH setup!)
- Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)
Customer Support
at YTVIEWS DIGITAL MEDIA PVT LTD
1. Respond to customer queries in a timely and accurate way, via phone, email, or escalate unresolved issues to the appropriate internal teams
2. Take ownership of customer issues and ensure prompt resolution
3. Maintain customer records by updating all relevant information in the database
4. Meet personal/team qualitative and quantitative targets
5.Providing complete information about the product to the customer.
6.Solving all product or service related issues of the customers.
7.Keeping a proper record of the customers.
8.Maintaining and updating the information of the customers regularly.
9.Maintaining a pleasant working environment for your team.
10.Creating policies and procedures.
11.Conducting quality assurance surveys with customers and providing feedback to the staff.
AI NLP Application Engineer
at Encubate Tech Private Limited
Job Responsibilities
- Understand and analyse real world challenges related to product capabilities.
- Do research, experiment and suggest NLP based solutions.
- Design and develop NLP systems.
- Training the developed model and running evaluation experiments.
- Maintaining NLP libraries and framework.
Must-have Requirements
- Experience applying statistical methods (distribution analysis, classification, clustering, etc.). The individual should have excellent analytical skills required to mine data, develop algorithms and then analyze results to determine decisions or actions
- At least 2-3 years experience in using data science with a focus on deep neural nets, statistics, empirical data analysis, machine learning and Natural Language Processing
- Fluency in Python with advanced skills in Pandas, Scikit, NLTK, and familiarity with Pytorch/Keras/Tensorflow
- Experience with NLP algorithms, tools, frameworks eg: Spacy, BERT, ULMFIT, FLAIR
- Experience in topic modelling, and text vectoring techniques
- Experience with classification algorithms - KNN, SVM, decision trees, ensemble techniques
- Experience with neural network approaches to text classification CNN, RNN, LSTM
- Experience with clustering algorithms – K-means, PCA
- Experience of taking Python projects to production
Additional Skills and Qualifications
- Knowledge in developing and deploying solutions on Azure.
- Knowledge in pyspark is a plus
Technical Support
at Enpass Technologies Private Limited
Job Description
We are looking for a couple of awesome Product Support Engineers for our own software product Enpass password manager (www.enpass.io) which is being used by millions of end users worldwide and is available for iOS, Android, Windows, Mac, and Linux. It is a tech-oriented application, localized in 33 languages and has a vast and varied user-base, offering a wide scope of learning in every aspect of software testing and support.
This position requires well-rounded product support experience of 1 year. Further, it requires good command over specific OS internal settings, multitasking, mentoring, ability to assign and manage tasks for others and communication (written and oral) skills.
RESPONSIBILITIES
-
Provide first, second and third tier (L1, L2, L3) product support via email, Social media, and our Forums.
-
Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using Enpass.
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Monitoring application processes, application logs and taking appropriate resolution actions in case of failures.
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Ask customers targeted questions to quickly understand the root of the problem.
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Resolving all customer issues in a time bound manner. Comply with the SLA for issue resolution.
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Work closely with technical teams to investigate complex issues and enhance the quality of existing products.
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Document and follow-up of customer suggestions for continued improvements to Development Team.
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Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.
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Constantly Improve Product Knowledgebase to use internally and a FAQ.
-
Work on improvement of customer's FAQ and User manual.
-
Taking ownership of customer issues reported and seeing problems through to resolution.
SKILLS & QUALIFICATIONS
-
Bachelors or Masters (Computer Science / Electronics / Electrical / IT / Computer Applications / Software Engineering).
-
1 to 2 years of related work experience required. Previous product support experience from a tech-oriented software product is a plus.
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Technically sound and well versed in working with different cloud services, OS configurations & settings, networking basics and in-outs of software operations.
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Knowledge of SQL, XML, JSON is a plus.
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Ability to troubleshoot the cause of technical problem in using software.
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Good interpersonal skills; well organized, detail oriented; multitasking; strong oral and written communication skills; previous experience in conducting basic troubleshooting of software via email, online web tools.
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Ability to mentor and assign and manage tasks for others.
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Ability to troubleshoot the tickets to determine the root cause of problems in a timely manner.
Customer Success Specialist
at Embarc Information Technology P Ltd
