Technical Support Engineer

at MCSAM

Technical Support Engineer

MCSAM

Company

Home

Technical Support Engineer

at MCSAM

Posted by Poonam Yadav

0 - 1 yrs

₹1L - ₹3L / yr

Gurugram

Skills

Communication Skills

JIRA

Zendesk

Problem solving

Programming

What Youll Do:

Take ownership of customer issues reported and see problems through to resolution
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Prepare accurate and timely reports
Follow the SLA for issues with respect to their severity.

What You ll Need:

Bachelor s or higher degree in computer science, engineering, or related technical field
Willing to work flexible and varying shift times including weekends and evenings
2 years of software development experience with java, javascript, python, or another scripting/programming languages
Previous experience in a Technical Support environment is required
Excellent written and verbal communication skills
A passion for customers and problem-solving, desire to go deep and become familiar with the customer s technical and business environment
Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Familiarity with Zendesk, Jira, and Confluence is advantageous.

What Youll Do:

Take ownership of customer issues reported and see problems through to resolution
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Prepare accurate and timely reports
Follow the SLA for issues with respect to their severity.

What You ll Need:

Bachelor s or higher degree in computer science, engineering, or related technical field
Willing to work flexible and varying shift times including weekends and evenings
2 years of software development experience with java, javascript, python, or another scripting/programming languages
Previous experience in a Technical Support environment is required
Excellent written and verbal communication skills
A passion for customers and problem-solving, desire to go deep and become familiar with the customer s technical and business environment
Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Familiarity with Zendesk, Jira, and Confluence is advantageous.

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About MCSAM

Founded :

2009

Type :

Products & Services

Size :

20-100

Stage :

Profitable

About

MCSAM is a leading global software solution and integration service provider company. Started in 2009 as a boutique IT services agency, primarily focused on US & European markets. Evolved as a major software technology & media service provider by 2019. We offer digital media solutions to our clients for their project execution in the long run and short run. We have expertise in Custom Software/App Development, Digital Marketing & Advertising, QA/QC Services, Project Management & Consulting. We believe in putting the client's interest above everything, taking transparent actions, building trust, and acting as a team. Our mission is to deliver exceptional performance to our clients by valuing our human assets, customized solutions, and quality assurance. With 11+ years of experience, MCSAM supports more than 200 clients globally and has proven industry expertise in helping clients by delivering faster services, with higher capabilities and quality in a cost-effective manner. MCSAM has developed leading solutions for all major industries- Banking and Payments, Cloud Telephony, E-Commerce, Ed-Tech, Hospitality, and Media. We are specialized in providing FinTech Solutions, Enterprise Software Solutions, and E-Commerce Solution.

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