Job Description

 As a Technical Support Engineer, you will provide technical support to customers focused on installing, diagnosing, and troubleshooting Platina software products. 

Resolve technical support issues/queries over Screen-sharing, phone, email and chat.

Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 

Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers. 

Escalate cases to other more senior Technical Support Engineers and/ or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.

Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. 

Support customers in different parts of the world.

Ensure the desired SLA to customers.

Use online support tools like Screen Sharing and Online Chat.

Use tools, logs, and support tools to analyse customer issues.

Manage tickets in a Ticketing system, track their progress and close them in a timely fashion.

Communicate with Customers extensively over Email and Chat.

Desired Candidate Profile

Please refer to the job description above

Key Skills

Key Skills

. Technical Support, Software Support, Product Support, Application Support, Support Engineer, Application Support Engineer, Technical Support Executive etc

Qualification

. Not Mentioned

Additional Qualification

. Technical Support, Software Support, Product Support, Application Support, Support Engineer, Application Support Engineer, Technical Support Executive etc

Industry

. Information Technology-IT

Functional Area

. IT-Software & Application

Job Role

. Software Developer/Engineer/Programmer

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