Technical / Sr Technical Support Engineer
Gurgaon(WFH till Covid)
Dear Candidate We have an urgent opening for Technical/ Sr Technical Support Engineer for one of our reputed client (WFH is available)
- Handling users’ queries on support forums
- Provide an appropriate response to emails
- Doing 2nd level debugging of product issues and identify/suggest workarounds
- Raising bug for issues in the bug management system
- Taking ownership of technical issues, and working with developers to resolve issues as when required
- Analyzing trends of queries and automating
- Documenting troubleshooting and problem resolution steps
- Should have a very good understanding of the product, its features & its components on a user's machine
- Basic understanding of systems administration on Windows Systems.
- Experience in application support, technical support that involves Windows Systems.
- Handling a small team of 3-4 members.
- Conduct training for the team to improve their overall knowledge
- Contributor towards team process improvement by handling smaller tasks
Required skillset and experience
- Software engineer in IT / CS/ ECE
- Familiar with using Windows and troubleshooting Windows-based applications
- Good communication skills (written and verbal)
- Excellent troubleshooting, problem-solving and analytical skills
- Good to have experience in product based company
- Hands-on experience in any scripting language is a plus
- Follows a user-centric approach/oriented towards customer satisfaction and problem resolution