We are seeking a highly motivated and passionate Support Engineer to join our team and contribute to the creation of Cloud Native applications for our global clients. In this role, your focus will be on building strong customer relationships, understanding their unique needs, and problems, and assisting in solving their problems.
To thrive as a Support Engineer, it is essential to have a deep understanding of various customer success strategies and a genuine interest in ensuring the satisfaction and success of our clients. Your natural curiosity and empathy towards digital products and customers will play a key role in delivering exceptional support and driving customer satisfaction.
Required Skills
- Familiarity with web and mobile application development frameworks, languages, and tools.
- Ability to understand and troubleshoot complex technical issues related to web and mobile applications.
- Excellent problem-solving skills to diagnose and resolve incidents efficiently and effectively.
- Ability to analyze and understand log files, error messages, and system behaviors to identify root causes.
- Strong troubleshooting abilities to navigate and resolve customer issues in a timely manner.
- Exceptional customer service skills with a customer-centric mindset and a passion for providing excellent support.
- Strong verbal and written communication skills to effectively communicate technical information to customers and internal teams.
- Active listening skills to understand customer concerns and requirements accurately.
- Proficiency in incident management processes and methodologies, including incident prioritization, tracking, and resolution.
- Ability to handle and manage multiple incidents concurrently, ensuring timely updates and resolutions.
- Proficiency in creating and maintaining comprehensive incident records, documentation, and knowledge base articles.
- Ability to articulate complex technical information into clear and concise documentation for customer reference.
- Proficiency in using JIRA and Jira Service Management
Role and Responsibilities
- Respond to customer-reported incidents promptly and efficiently, following defined incident management processes.
- Investigate and analyze the impact and severity of incidents, ensuring proper prioritization and allocation of resources.
- Communicate incident status and updates to customers, managing their expectations and maintaining transparency throughout the resolution process.
- Collaborate with development teams to accurately track and report bugs identified by customers.
- Provide detailed bug reports with the necessary information, steps to reproduce, and relevant logs to assist developers in the resolution process.
- Create and maintain accurate and comprehensive incident records, documenting all pertinent information, troubleshooting steps, and resolutions.
- Follow up on bug fixes and communicate progress to customers, ensuring transparency and maintaining trust.
- Continuously monitor customer satisfaction levels through surveys, feedback sessions, and follow-ups to ensure their needs are met and exceeded.
- Gather and analyze customer feedback, identifying areas for improvement and providing actionable insights to management and relevant teams.
- Contribute to customer success initiatives by proactively identifying opportunities to enhance customer experience and success.
- Stay updated on industry trends, best practices, and emerging technologies to provide the most effective support to customers.
- Identify opportunities for process improvements, suggesting and implementing enhancements to streamline incident management and support workflows.
Basic Qualifications
- Education: BE(IT or CS) or MCA/MTech.
- Problem-solving capability, excellent communication, and documentation skills.
Perks/Benefits
- Leverage sponsored certifications.
- Access to industry-best software development tools and practices.
- Exceptional mentorship.
- Accelerated Career Journey with Progression Visibility.
- Immense Learning Opportunities on Latest Technologies and Platforms.
- Competitive Pay and Comprehensive Rewards.
- Exposure to International Brands and Clients.
- On-Demand Salary.
- Health Insurance.
- Discounted Vouchers and Coupons.
- Annual Winter Shutdown.
Subodh Popalwar
Software Engineer, Memorres
About 7EDGE
7EDGE is a Digital Product Engineering company with a team of creative thinkers, solution consultants and skilled engineers. We deliver modern applications with cloud-native services in the microservices architecture and AI capabilities for enterprises and startups.
We analyze and identify areas of improvement and help develop a strategic roadmap for our customers digital journey. Our core strength lies in the development of Web & Mobile applications using emerging technologies, which include React.js, Node.js, Python, React Native, Native Android, iOS, and AWS.
We specialize in building cloud-native, cross-platform applications on multi-stack programming languages using serverless and microservices architecture hosted on the cloud platform to ensure high scalability, maintainability, and security.
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At Shipthis, we work to build a better future and make meaningful changes in the freight forwarding industry. Our team members aren't just employees. We are comprised of bright, skilled professionals with a single straightforward goal - Evolve Freight forwarders towards Digitalized operations and help them become more efficient.
As a company, we're just the right size for every person to take initiative and make things happen. Join us on this journey to make a difference in how Digitalization evolves the Freight Forwarding industry.
Job Role:
The position requires strong problems solving skills, excellent communication skills, and a customer-focused approach, the software support engineer will work closely with the developing team to resolve technical issues and bugs reported by customers
Responsibilities:
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues concerning the severity.
Requirements:
Computer Science or any other domain with a strong orientation toward computer programming as part of the coursework or projects.
- Proven working experience in enterprise technical support, IT support, or as a technical engineer
- Basic knowledge of JavaScript, HTML and JSON
- Deep knowledge of the product that the technician is supporting.
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- familiarity with API calls
Who can apply
- Are available for full-time (in-office) training.
- Are available for 3 months for training.
- Female candidates returning to work after a career break are strongly encouraged to apply
- Have relevant skills and interests.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate based on race, religion, color, gender, sexual orientation, age, marital status, or disability status.
Job Synopsis
Location: Bangalore
Job Type: Full-time
Role: Software Support Engineer
Industry Type: Software Product
Functional Area: Support
Employment Type: Full-time, Permanent
Role Category: Technical Support Engineer
Looking for a passionate Production Support Lead and team player who wants to learn, contribute and bring fun & energy to the team. We are a friendly startup where we provide opportunities to explore and learn a lot of things(new technology/tools etc.,) in building quality products using best-in-class technology.
Responsibilities :
· Customer Relationship Management
· Incident Management. Manage ticket queue and resolve it in timely manner.
· Analyzing the incidents and either responding to the end user with a solution or escalating it to the other IT teams.
· Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.
· SLA Management
· Develop and maintain accurate technical and user documentation.
· Working with QA to ensure the quality and timing of new release deployments.
Skills/Experience :
· Strong analytical and problem-solving skills and interest in learning new things will be the key.
· Excellent interpersonal skills handling internal and external customers
· About 3 years of professional experience in providing product support in leading BFSI sector organisations
· Experience in any DB (SQL/noSQL)
· Testing Exposure will be an added advantage
Headquartered in Ahmedabad, Appitsimple is better known for its innovative "Digital Products" - SoftwareSuggest and CallHippo. It is an IT company that has been revolutionizing & simplifying the way organizations do business since Jan 2014.
ApiItsimple is an all-remote organization with a team of 150+ members. With over 300 customers of SoftwareSuggest and 2000+ customers of CallHippo, AppItSimple has a dominant presence over the globe.
URL: https://appitsimple.com/about" target="_blank">https://appitsimple.com/about
Product: CallHippo.
URL: https://callhippo.com/" target="_blank">https://callhippo.com/
CallHippo was launched in 2017. It is an intelligent VoIP (voice over Internet protocol) service provider for business organizations and call centers. The main objective behind launching CallHippo was to provide easy-to-adopt, cost-effective, scalable, and accessible phone systems to businesses. Customized pricing plans, 24/7 available support, and innovative top-of-the-line features make CallHippo stand out from market competitors. With 2000+ customers across 25+ countries, the company is just getting started and is sure to scale greater heights in the future.
Appitsimple prides itself on a flexible work environment that empowers employees to be key decision-makers to grow personally and professionally. The company strives to develop leaders through an active mentoring program and skill development initiatives. An inclusive workplace, Appitsimple encourages freedom, and independent thinking and aims to create thought leaders in the business ecosystem.
Experience- 0.6-3 years
The Job Description for Customer Support Executive:-
1)Work on chats and Tickets
2)Maintain a mean response time of less than 1 minute since it is live chat support
3)Chat Quality score should not be less than 4/5
4)Close maximum support tickets in a month
5)Resolve queries with utmost efficiency to facilitate customer retention.
Requirements
1)Experience in Tech Support
2)Experience with troubleshooting
3)Hands-on knowledge in providing support for any kind of application software
Glint is a technically driven hyper local auto care service company that ensures doorstep car maintenance to the customer through monthly based subscription. At present, Glint has served around 1.5+ Lakhs orders with 1000+ monthly subscriptions.
At Glint, we believe in working in a collaborative environment. We practice flat hierarchy with more transparency and good flow of information.
After a successful operation in Chennai, we are launching next in Coimbatore.
We are currently looking for a Customer Success Executive, Coimbatore.
What will you do at Glint?
Customer Success Executive are the main interface for the clients with Glint You will work closely with the client to build relationships with all relevant stakeholders as a trusted partner. You must have a strong understanding of our Customer’s business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. You will be responsible to drive value at every juncture of the client's journey- from on-boarding to expansion to renewal to prevention of churn.
- Work closely with the customer to ensure effective and efficient on boarding and drive greater usage/adoption over time
- Maintain a deep understanding of our solutions and content and educate clients about the most relevant features/functionality of our service offering.
- Effective, timely and accurate client communications, establishing and reviewing key performance indicators, and active positive engagement
- Developing efficient and effective management plans for clients renewals and up-sells of services.
- Serve as the voice of the client and provide internal feedback to Product, Engineering and other teams on how we can better serve our clients
- Support the resolution of delivery, implementation or technical issues Perform other duties as assigned
- Monitor clients usage throughout their lifecycle to not only identify and prioritize at-risk accounts but also ways to mitigate churn
What we’re looking for:
- Consistent performer who handles stressful situations and deadline pressures.
- Experience of 1-2 years of experience in B2C services, Customer Success, Account Management, Business Development, or another client-facing role
- Ability to multitask and experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Empathy with a knack for understanding what a customer really needs and why they need it
- Bachelor's degree in any business-related course is an added advantage.
Website: https://goglint.in/
We're a network of the world's best developers - full-time, long-term remote software jobs with better compensation and career growth. We enable our clients to accelerate their Cloud Offering and Capitalize on Cloud. We have our own IOT/AI platform and we provide professional services on that platform to build custom clouds for their IOT devices. We also build mobile apps, run 24x7 devops/site reliability engineering for our clients.
We are looking for a friendly, hands on technical, and dependable computer professional to provide the highest level of customer support and improve customer satisfaction that helps build brand loyalty for our udoo platform.
This person MUST have:
- Minimum of 2 year's experience in a similar role.
- Experience in Configure and install various network devices and services (routers, switches, firewalls, VPN, servers)
- Perform network maintenance and system upgrades
- Must be good in Linux platform and basic hardware.
- Provide Level-1/2 support and troubleshooting to resolve issues.
- Work on ticket portal for ongoing customer queries.
- Ability to work effectively in a team environment pleasant, professional, and courteous personality skills
- Good verbal and written communication skills providing call support to Internal and External End Users.
- Handle customer calls/emails regarding technical issues for end users.
- Strong communication skills
- Attention to detail.
- Linux, drafting for email and tickets, basic understanding of vmware is important.
Experience:
- Min 3 year experience
Location:
- Ahmedabad
Timings:
- 40 hours a week with a rotational shift every month.
Position:
- Full time/Direct
- We have great benefits such as PF, medical insurance, 12 annual company holidays, 12 PTO leaves per year, annual increments, Diwali bonus, spot bonuses and other incentives etc.
- We dont believe in locking in people with large notice periods. You will stay here because you love the company. We have only a 15 days notice period.
Job Description:
We are looking to hire a skilled Desktop Support Engineer to assist our clients with computer hardware and software issues. Addressing and resolving sudden specific problems, they may run regular tests and monitor computer systems to prevent the problems from occurring.
The candidate should have:
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Providing basic training in computer operation and management.
- Completing job reports and ordering supplies.
Skills:
∙ Excellent communication and analytical Skills
∙ Strong leadership and management skills
∙ Must have excellent interpersonal skills
∙ Excellent written and verbal communication
∙ Active listening and Problem solving skills
∙ Ability to multitask, prioritize, and manage time effectively
Roles and Responsibilities:
∙ A professional approach in answering calls and provide information about products and services, taking input of issues and their redressal thereof
∙ Keep records of customer interactions, process customer accounts and file documents
∙ Proficiently communicating with customers electronically and taking follow up of the procedures.
∙ Handling customer queries regarding various products ∙ Identify and assess customer needs to achieve satisfaction ∙ Exhibiting patience in order to resolve queries in a timely manner ∙ Escalate unresolved issues to the appropriate internal teams ∙ Document knowledge in the form of solution article
∙ Respond to customer queries in a timely and accurate way, via phone, email or chat
∙ Patience when handling tough cases.
∙ Take a deep dive into product key features and have keen insight/knowledge about the product.
Job Description-
1. Effectively research, analyze and write technical contents for Information Security domains in a variety of formats like eLearning courses, instructor presentations, user guides, etc,
a. Research, gather, and analyze information on technical topics
b. Organize and structure information logically
c. Write content on the technical topics
5. Experience of writing on network/system and information security domains will be an added advantage
- Job Responsibilities:
- Handling inbound and outbound call
- Ability to assess customer needs and respond to them.
- Match customer needs with vendor availabilty
- payment assistance to cutomer
- Proficient with Microsoft Office. Word, excel
- Key Skills:
- Great command over English and Hindi
- Comfort with medical and fitness terminology
- Ability to work in tight schedules
- Ability to work independently
- Experience in customer service or call centre background preferrred
Follow CutshortSubodh Popalwar
Software Engineer, Memorres