Support Engineer Job in Gurgaon at eptura

Eptura is hiring for the role of Support Engineer!

Responsibilities of the Candidate:

• Be the enthusiastic voice of Eptura, delivering best-in-class global customer support.
• Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism.
• Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds.
• Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction.
• Become a subject matter expert in our products and services, communicating solutions positively to customers.
• Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch.
• Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings.
• Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes.
• Participate in weekly department meetings and internal discussions, sharing insights and feedback.
• Create valuable end-user and internal knowledge base documentation to support our clients and team members.

Requirements:

• Outstanding Customer Service Skills: A genuine passion for helping others and delivering exceptional service.
• Excellent Communication: Stellar verbal and written communication skills with both technical and non-technical individuals.
• Relationship Builder: Ability to establish and maintain strong working relationships with internal, partner, and customer personnel.
• Technical Prowess: Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail.
• Tech Savvy: Proficiency in using personal computers and related software applications.
• Continuous Learner: Eager to take on new challenges and continually learn about applications and technology.
• Self-Motivated: Ability to manage time effectively and stay organized.
• Process Knowledge: Understanding of the software development lifecycle and end-user support processes.
• Experience: 1+ years of experience in client support is desired.