Job Description

As a Junior Support Engineer, you will play a pivotal role in delivering exceptional customer service and technical support to our clients, ensuring their needs are met promptly and effectively. You will be part of configuring the product and ensuring on-time delivery of product releases, coordinating closely with our development team to ensure seamless implementation and client satisfaction. This position requires a highly motivated individual with a customer-focused mindset and excellent problem-solving abilities. You will serve as a key point of contact for clients, ensuring their needs are met promptly and effectively.

Job Responsibilities

• Providing technical support to Detect customers/prospects and internal users.
• Troubleshoot, Diagnose, and identify solutions to resolve customer issues within the defined SLA’s.
• Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans.
• Log software defects in Jira and work closely with software developers to analyses the defects and track them to resolution.
• Create internal or external knowledge base articles/whitepapers.
• Work with the product engineering team to continuously evolve the product based on customer feedback, reported issues, and new trending technologies.
• Create incident reports related to customer issues and follow up for resolution.
• Maintain and follow-up on the closure of support tickets with stakeholders.
• Traveling to client locations for user training and for UAT.
• Capture key learnings from every deployment and improve the system based on the learnings

Qualification

• English Language Proficiency: Advanced (Preferred American accent) Business writing skills.
• Flexible to work in night shifts and rotational shifts, Weekends and Holidays.
• Skilled in Microsoft Excel.
• Must have exposure in using Jira service management.
• Troubleshooting skills.
• Passion for Learning