Tech Support Engineer

at Tenmiles Technologies

DP
Posted by Sharon Samuel
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Chennai
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1 - 3 yrs
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₹3L - ₹6L / yr
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Full time
Skills
Tech Support
Customer Success
Customer Relationship Management (CRM)
We are hiring a Customer Success Associate with the passion to walk that extra mile and flair to engage with customers by providing exceptional customer support. Responsibilities Own and drive resolution to customer requests for product specific workflow and how-to questions Interact with customers and determine knowledge gaps within HappyFox knowledge base Participate in continuous product training to drive improvement in support quality Edit, post and take responsibility for the quality of knowledge base articles Proactively assist customers by optimizing article content and titles, keeping in mind the searchability for solutions through support center Work with the sales team to assist in activities that include but not limited to: setting up the application for new customers, solving queries, directing them to relevant knowledge base article and educating them to help themselves, drive community forum engagement Take ownership of support tickets, adhering to SLAs and resolution time commitments Requirements Proven work experience and passion to work in customer support for a technology based B2B organisation Demonstrated competencies including procedural and technical writing, managing customer relations, and a stong technical acumen Knowledge and familiarity with social media platforms Ability to manage ticket priorities based on urgency and customer profile Self-motivated, flexible, and a team player with the ability to produce quality results in a dynamic set up Outstanding verbal and written communication Excellent organisational and follow-up skills; project management skill is preferred Prior experience working with a SaaS based technology product (optional) Worked for a bootstrapped high growth startup (optional)
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About Tenmiles Technologies

Tenmiles Technologies is a leading software product company based out of Chennai, India. It is a home to products like HappyFox, Helpdeskpliot and Doattend.
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Founded
2000
Type
Product
Size
100-500 employees
Stage
Bootstrapped
View full company details
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Established in 2009, Ashnik is a leading open source solutions and consulting company in South East Asia and India, headquartered in Singapore. We enable digital transformation for large enterprises through our design, architecting, and solution skills. Over 100 large enterprises in the region have acknowledged our expertise in delivering solutions using key open source technologies. Our offerings form critical part of Digital transformation, Big Data platform, Cloud and Web acceleration and IT modernization. We represent EDB, Pentaho, Docker, Couchbase, MongoDB, Elastic, NGINX, Sysdig, Redis Labs, Confluent, and HashiCorp as their key partners in the region. Our team members bring decades of experience in delivering confidence to enterprises in adopting open source software and are known for their thought leadership.

 

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  • Experience in deploying scalable Elastic cluster is desirable

 

QUALIFICATION AND EXPERIENCE

  • 2 -4 years of experience in technical support role.
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Founded by Tarang Sanghi, Sanghi Tech is a tech consulting firm based in Jaipur, Rajasthan (INDIA).

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For more details: www.sanghi.tech

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We make awesome IT solutions using technology in creative ways and delivering the best user experience for all business requirements and provide business critical support. While ensuring all systems and applications run at peak performance. At SanghiTech, the Technology & Security team works together, to secure all information and physical infrastructure.

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Assist the team in developing and deploying the complete IT System backbone for our entire organisation and group businesses including, networking, security, storage and backup, user management etc.
Assist the team in deploying a CRM system across various sales teams.
Establish key relationships with various hardware and software vendors.

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  • Maintain- Periodic updates and maintenance of all the software used across different departments.
  • Manage- Handle all employee joining and exiting formalities, for a smooth experience.
  • Update- Be able to provide strong day-to-day server and workstation support.

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NoBroker.com is world's largest C2C marketplace in online real estate. With cumulative 50 lakh customers, it has grown 10X in last one year. With three rounds of funding of $71 mn, it is well funded by key US, Indian, Japanese & Korean investors like General Atlantic, SAIF Partners, KTB ventures and BeeNext. It is headquartered in Bangalore with a team of 4000+ people.

 

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 Excellent verbal and written communication skills.

 

 Good Interpersonal skills, numerical and analytical ability.

 

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 Language required: English & Hindi mandatory +Kannada/Tamil/Marathi preferred.

 

 Proficient in MS-Office (Excel, Word).

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 Comfortable with working 6 days a week and the week off will be on weekday.

 

Employee Value Proposition:

 

 Employee health insurance of Rs 1 lakh per year. Premium is paid by the company.

 Employees get free lunch and snacks.

 

 Employees are promoted every 6 months. Outstanding performers get promoted every quarter.

 

 Monthly reward and recognition to outstanding performers.

 Accelerated growth of employees and can become Assistant Manager in as early as 2 years.

 Regular team parties and Annual Day outing for all employees.

 

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 Inbound calling for customer service.

 Identify and assess customers’ needs to achieve satisfaction.

 Build sustainable relationships and trust with customer accounts through open and interactive communication.

 Provide accurate, valid and complete information by using the right methods/tools.

 Handle customer complaints, provide appropriate solutions and alternatives within the

time limits; follow up to ensure resolution.

 Keep records of customer interactions, process customer accounts.

 Follow communication procedures, guidelines and policies.

 Take the extra mile to engage customers.

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We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

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A Technical Support Engineer at Plobal Apps serves as an expert for PlobalApps’ products and associated technologies. Since our products are built largely for Shopify store owners, The PlobalApps Technical Support Engineer is an expert on the Shopify product as well.

This is a high-profile customer facing technical role to find solutions faced by our customers with their mobile apps and therefore help them work through technical difficulties.

The Support Engineer is a strong interface between our customers’ and our Engineering / Product teams.

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• Research, Diagnose, troubleshoot and identify solutions to resolve customer issues.
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• Demonstrated excellence in working with cross-functional and multi-disciplinary teams
• Outstanding written & spoken communication skills
• Well-organized with utmost care for details, along with excellent comprehending skills to address issues
• Strong time-management and prioritization skills to work with multiple customers
• Good Understanding of web technologies

Desired Skills & Experience
• Bachelor’s Degree Computer Science Related
• Minimum 4 years of experience in a customer support role
• Strong problem-solving skills
• Organized and reliable self-starter who can work independently
Read more
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Tejas Phatak
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