Technical Customer Support

Position – Technical Customer Support Head Office: Australia Location: India- Remote Exp: 2+ years Qualification: Bachelor’s degree in computer science, Information Technology, or related field Working Days: Mon to Fri Working Hrs.: Flexible to work in any shift including night shift (shift will change every 3 months) All timings are in IST • 12PM to 9PM • 3PM to 12AM • 6PM to 3AM The above might change based on the business requirements! Job overview: As a Technical Customer Support Engineer, you will be responsible for assisting customers with their queries, diagnosing and resolving complex technical issues, ensuring a high level of customer satisfaction. Your role involves direct communication with customers through various channels like live chat, slack and call if required providing clear and concise assistance. You must possess an in-depth understanding of the company's products or services to offer accurate and effective support. This role requires staying current with the latest technology trends about cold emailing and product updates to continually enhance your knowledge and skills. Key Responsibilities: 1. Promptly resolve customer inquiries and problems, ensuring high satisfaction levels. 2. Provide timely assistance through live chat and Slack community, maintaining active and effective communication. 3. Engage daily with the engineering team to stay aligned on product updates and customer feedback. 4. Aggregating common questions users ask into the Help desk with thorough guides/videos/articles on how to solve a particular problem or how to achieve a certain outcome 5. Should take ownership of the tickets that you create and follow-up with the Engineering team and Customer until the issue is resolved. 6. Collect feature requests from customers and update it in the Trello board. 7. Customer satisfaction rating must be more than 90% monthly. Qualifications: 1. Should be flexible to work in any shift including night shift (shift will change every 3 months)2. Previous experience with SaaS chat support 3. Understanding of how cold email campaign writing and creating works. 4. Excellent communication and collaboration skills, with the ability to work effectively in a team-oriented, fast-paced environment. 5. Provided support via live chat and GMeet if required. 6. Ability to multi-task and work efficiently in a fast-paced environment. Good to have: • Cold emailing knowledge • Prior Experience of working in a Start-up. • Self-dependent and Quick learner. Interested candidates kindly write to me Shraddha Mahajan shraddha@hrpc.in 6354277612