Full-time
Lead Technical Support Engineer
Posted by Karix • Mumbai Metropolitan Region, Mumbai Metropolitan Region, India
About the Role
Role : Technical Support Engineer (Team Lead role)
Location: Goregaon, Mumbai (WFO)
What you‘ll be Responsible for?
- Provide support to internal / external customers while adhering to the set SLA parameters.
- Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
- Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
- Collaborate / coordinate with backend teams in identifying / resolving customer issues.
- Capture and document all queries / concerns via the ticketing tool / email/ calls.
- Responding to customers via various communication channels and to provide timely revert / updates / notifications.
- Share periodic updates and feedbacks on regular basis.
- Maintain regular tracker(s) and publish reports to all stakeholders.
- Ens...
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