Technical Support Engineer

Key Deliverables:

1. Provide support to internal/external customers while adhering to SLA parameters.
2. Perform initial troubleshooting and test service flows to resolve customer concerns.
3. Collaborate with backend teams to identify and resolve customer issues.
4. Maintain trackers and publish reports to stakeholders on regular basis.

Role Responsibilities:

1. Respond to customers via various channels and provide timely updates and notifications.
2. Capture and document all customer queries via ticketing tools, email, and calls.
3. Ensure 100% adherence to team and organizational processes.
4. Manage time, tickets, customer responses, and cross-functional communication effectively.