Job Description

Technical Support Engineer – Chennai – 1-4 Yrs of Experience

1 - 4 Years
Chennai
Not Disclosed by RecruiterPosted 15 days agoJob Applicants: 1103+Job Views: 2581+

Job Description

Overview:

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

- Taking ownership of customer issues reported and seeing problems through to resolution

- Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Provide prompt and accurate feedback to customers

- Ensure proper recording and closure of all issues

- Prepare accurate and timely reports

- Document knowledge in the form of knowledge base tech notes and articles

Requirements:

Must Haves:

- Good in problem analysis, troubleshooting, requirement analysis

- Solid verbal, written, presentation and interpersonal communication skills

- Fast learner and can pick up new technologies

- Capable of working on a cross-functional team to solve business & tech problems

- Willing to work in US shift.

- Ability to make complex technical matters easy-to understand even for non-technical people

- Highly driven individual with an execution focus and a strong sense of urgency

- Self-directed and resourceful / entrepreneurial experience and attitude

- High level of enthusiasm about helping and serving clients, strongly customer and solution oriented personality

- Handle details accurately and in a timely manner

Good to haves:

- 2+ years experience in Customer Support within an enterprise software organization

- Knowledge of SaaS business model, SaaS technologies, and related applications

- Experience with ITSM and ITIL a big plus

- Knowledge with web dev technologies (JavaScript, HTML, CSS) a big plus

- Proven time management skills in a dynamic support environment

- A background in engineering or support

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - eCommerce, Internet Technologies

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type:Permanent Job, Full Time

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Freshworks Technologies Pvt. Ltd.
Freshworks Inc. (formerly Freshdesk) is a Chennai-based startup that makes SaaS products which make it easy for teams to collaborate with each other as well as providing their customers with great experiences. With customer happiness being the prime focus, Freshworks has currently 5 products in the market - Freshdesk, Freshservice, Freshcaller, Freshteam, Freshsales and Freshchat.Freshworks suite of products enables over 100,000 businesses in providing their end customers with amazing customer experiences. Bridgestone, Cisco, Sony Pictures, SolarCity, Honda and 3M are some of their marquee customers.Freshworks has seen exponential growth over their journey - with over 50x increase in revenue, 100x growth in customers, and 10x growth in headcount in the last 4 years alone.Freshworks has also been able to attract investors and has secured six rounds of funding from some of the top VC firms in the world - Accel, Tiger Global, Google and Sequoia - who are also investors in companies like Facebook, Dropbox, Flipkart, Slack, Airbnb, Snapchat, etc . With a total of $149 Million in funding, they were the first company to be invested in by Google Capital outside of North America and one of their four investments in India.
View Contact Details+

Recruiter Name:Surekha

Contact Company:Freshworks Technologies Pvt. Ltd.

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