Job Description

Technical Skills: • Global Tech Support:
• Experience with remote support and handling a global user base
• Ability to work across different time zones and cultures.
• Application Support:
• Proficiency in application maintenance and performance monitoring.
• Skills in troubleshooting software issues and managing patches.
• Support Engineer:
• Expertise in resolving technical issues and performing root cause analysis.
• Familiarity with service desk operations and ticketing systems like Freshdesk and JIRA
• Troubleshooting:
• Competence in using diagnostic tools and analyzing logs.
• Ability to resolve errors and optimize performance.
• Incident Management:
• Knowledge of incident response and reporting.
• Skills in managing escalations and adhering to SLAs.

Soft Skills: • Communication Skills:
• Excellent written and spoken English.
• Ability to communicate effectively with US clients and internal teams.
• Problem-Solving:
• Strong analytical skills to identify and resolve issues.
• Creative thinking to find innovative solutions.
• Customer Service:
• Ability to provide high-quality support and maintain customer satisfaction.
• Skills in managing customer expectations and handling difficult situations.
• Skills in prioritizing tasks and meeting deadlines.
• Team Collaboration:
• Ability to work effectively with cross-functional teams.
• Skills in coordinating with sales, account management, and backend teams.
• Adaptability:
• Flexibility to adapt to changing requirements and environments.
• Ability to learn new technologies and processes quickly.
• Ability to identify and correct errors.

Key Responsibilities: • Provide real-time remote technical support to clients based in US and Canada
• Troubleshoot and resolve application-related issues, ensuring minimal downtime.
• Escalate bugs/issues in a timely manner to backend teams and follow up until resolved
• Monitor system performance and manage incidents
• Perform root cause analysis and implement solutions to prevent recurrence.
• Manage and resolve tickets using systems like FreshDesk and JIRA
• Collaborate with cross-functional teams to ensure timely resolution of issues.
• Maintain and update the knowledge base with solutions and best practices.
• Provide excellent customer service and maintain high levels of customer satisfaction.