Applause Recruitment 2020 Hiring for Technical Support Engineer

Job Id: 20200323008

Company: Applause

Job Role: Technical Support Engineer

Experience: Relavant Experience

Qualification: Graduate

Job Location: Hyderabad

Salary: Not Mentioned

Vacancies: Not Mentioned

Website: www.applause.com

Job Description for Applause Recruitment 2020 Hiring for Technical Support Engineer in March 2020:

Applause is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers out of our office in Hyderabad. You will diagnose and troubleshoot platform and software problems/questions.

Technical Support Engineer responsibilities include resolving various platform issues, escalating to our Engineering team when appropriate. You will use an email-based ticketing system and chat applications to give customers quick answers to issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

· Research and identify solutions to software and platform issues

· Diagnose and troubleshoot technical issues

· Ask customers targeted questions to quickly understand the root of the problem

· Track issues through to resolution, within agreed time limits

· Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

· Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering, software developers)

· Provide prompt and accurate feedback to customers

· Refer to internal database or external resources to provide accurate tech solutions

· Ensure all issues are properly logged

· Prioritize and manage several open issues at one time

· Follow up with customers to ensure their platform experience is fully functional after troubleshooting

· Prepare accurate and timely reports

· Document technical knowledge in the form of notes, manuals and knowledge base articles

· Maintain jovial relationships with customers

Requirements

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

· Hands-on experience with writing concise reproduction steps on escalation tickets

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

· Familiarity with remote desktop applications and help desk software (eg. Jira, Freshdesk, etc.)

· Excellent problem-solving and communication skills

· Ability to provide step-by-step technical help, both written and verbal

· BS degree in Information Technology, Computer Science or relevant field

Apply for Applause Recruitment 2020 Hiring for Technical Support Engineer in March 2020:

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