Hyderabad, Telangana, India On-site

Full-time · Entry level
51-200 employees · IT Services and IT Consulting

Exp: 1-6 years; Responsibilities Taking ownership of customer issues reported and seeing problems through to resolution Understand, interpret, reproduce, and diagnose issues reported by the customers. Researching, troubleshooting and identifying solutions to resolve product issues Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting Should exhibit patience and empathy while working with a customer with an aim to drive positive customer experience Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues Contributing actively towards knowledge base articles Adherence to strict SLAs Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge The engineer should be available to work in the late evening shift (4pm - 1am) if required.