Associate Support Engineer Job in Bangalore at 42 Gears

42 Gears is hiring for the role of Associate Support Engineer!

Responsibilities of the Candidate:

• Provide support to customers through various channels, including email, phone, chat, and remote tools.
• Replicate customer issues on in-house devices and collaborate with the engineering team for resolution.
• Ensure timely follow-up with customers, providing regular updates on reported issues.
• Collaborate effectively with other teams as needed to address customer concerns.
• Utilize internal technical expertise, including peers, mentors, knowledge bases, community forums, and other tools, to deliver effective solutions to customer issues.
• Contribute to the creation of new knowledge base articles, documenting insights for future reference.
• Actively participate in technical communications within the internal support team, sharing best practices, and staying informed about emerging technologies.
• Focus on areas of technical specialization and attend relevant technical training sessions.

Requirements:                        

• Excellent verbal and written communication skills, with the ability to explain technical terms and concepts in simple terms to customers.
• Strong interpersonal communication and customer service skills, particularly in high-stress situations.
• Basic understanding of the software development life cycle and bug life cycle.
• Strong understanding of all mobile device platforms and mobility terminology.
• Knowledge of current mobile device trends in the market.
• Flexibility to work any 9-hour shift (day or night) 24/7.
• Prior experience in supporting mobility products is advantageous.
• Strong aptitude for quickly learning new technologies and technical concepts and understanding how to apply them in a customer-facing environment.
• Logical approach to problem-solving.

Additional Mandatory Requirements

• Willingness to work in any 9-hour shift, including day or night, covering a 24/7 operation.
• Availability to work on weekends.
• Ability to work from the office.