Customer Success Engineer Job in Pune at Mindtickle

MindTickle is hiring for the role of Customer Support Engineer!

Responsibilities of the Candidate:

• Take ownership of reported customer problems to resolve them.
• Troubleshoot and resolve customer challenges related to product functionality, system compatibility, and usage.
• Provide prompt and accurate resolution/responses to customers, as per defined SLAs.
• Serve as the primary point of contact for customer inquiries, ensuring timely and effective communication.
• Maintain a deep understanding of the product, its features, and updates.
• Collaborate with the internal teams to address and escalate complex technical issues.
• Contribute to knowledge base articles to enable self-service support for customers.
• Proactively identify opportunities for product or service improvements based on customer feedback.
• Attend training sessions and workshops to enhance technical skills and product knowledge.

Requirements:

• Have pursued a bachelor's Degree in Engineering or Computer Science.
• Possess 0 - 1 years of experience with technical support for SaaS-based products.
• Have a working knowledge of Python, API, JSON, User sync, SSO, and Infosecurity Guidelines/ Understanding.
• Possess excellent verbal and written communication. Must be able to explain technical concepts to non-technical users, provide clear instructions, and articulate solutions concisely and understandably through verbal and written communication.
• Have an understanding of network logs in web browsers.
• Have proficiency in problem analysis, troubleshooting, and requirement analysis.
• Are willing to work in rotational shifts that include US shifts.
• Have a high level of enthusiasm for helping and serving clients, strong customer, and solution-oriented personality.
• Have the ability to grasp new technology/process quickly and implement the learnings for effective results.
• Must be an excellent team player.