Technical Support Engineer 1

We are seeking a skilled Technical Support Executive to join our dynamic team. The ideal candidate will possess a strong understanding of technical support processes, exceptional communication skills, and proficiency in handling customer inquiries and technical issues. Knowledge of e-commerce operations is highly recommended for this role.

Responsibilities:

• Provide technical support to customers via various channels, including email and support tickets.
• Troubleshoot and resolve technical issues related to our products and services.
• Assist customers with software installations, configurations, and updates.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Document and track customer inquiries and resolutions using JIRA and Zoho Desk.
• Perform SQL queries to extract data and generate reports as needed.
• Maintain a high level of customer satisfaction by ensuring timely and effective resolution of issues.
• Proactively identify recurring technical issues and recommend solutions to prevent future occurrences.
• Stay updated with product enhancements and technical changes to support customers effectively.
• Contribute to the improvement of support processes and procedures.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 1 years of prior experience in technical support or a related field.
• Knowledge of e-commerce operations and platforms is highly desirable.
• Proficiency in JIRA or similar ticketing systems for managing customer inquiries and issues.
• Strong SQL skills with the ability to write and execute queries.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users.
• Ability to work efficiently in a fast-paced environment and handle multiple priorities simultaneously.
• Strong problem-solving and analytical skills with attention to detail.
• Proven track record of providing exceptional customer service and support.
• Flexibility to work in shifts and at weekends as needed.