What are the responsibilities and job description for the Technical Support Engineer (Night Shift) position at Braves Technologies?
Our Company:
Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated offshore software development teams in India. For the past 15 years, Braves has been building Software Engineering, Game Development, and Customer Success teams for clients across the US and Australia.
For more information, you can visit https://www.bravestechnologies.com/
Our Culture:
We are a team focused on high performance, high delivery, diverse thinking, and embodying a collaborative culture at all levels. We value and encourage learning throughout the organization. Every employee at Braves understands ownership and fulfills what is required. We align a perfect work-life balance.
Work Location: Remote (Pune Preferred)
Work shift: Night
Snapshot:
The Technical Support Representative is the initial point of contact for 1st and 2nd levels of support. The primary function of the Technical Support Representative is to identify technical issues with our customer's software and hardware products and provide solutions to problems raised by their customers. The position acts as an advocate for the customer and a liaison between internal departments and external clients. The individual shall demonstrate exceptional technical skills, judgment, investigation, and problem-solving, as well as communication to effectively maintain a cooperative working relationship with fellow managers, employees, and other affiliations
Responsibilities:
- Acts as customer advocate, responsible for resolving customer requests both internally and externally.
- Responsible for receiving, logging, and responding to all post acceptance support requests.
- Identifies customer issues, finds solutions or proceeds with the escalation process.
- Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
- Documents clear descriptions of issues & problems from customers. Logs continuous progress of issues through resolution.
- Proactively works with clients to ensure system uptime and optimal use of system functionality.
- Ensures efficient and timely means of providing problem diagnosis, troubleshooting, and solution for customer.
- Provides clear answers, explanations, and resolutions to customers.
- Assists internal departments with ongoing project issues.
- Develops technical documentation, FAQs, and maintains a knowledge database.
- Minimum 3 years of experience troubleshooting networking, software, hardware, and communications technologies.
- Experience in a Call Center/Help Desk environment
- Strong knowledge in networking, databases, and software application troubleshooting
- Strong knowledge of hardware and software components
- Proficient with call tracking software
- Strong communication skills including oral, written, and customer approach.
- Strong time management skills
- Bachelor’s Degree in Engineering or Computer Engineering
What’s in it for you/Benefits for working for us:
Competitive Salary
Hybrid work culture
Flexible work timings
Family Group Medical Health Insurance
Group Accidental Insurance
Leave encashments (Gross, not just base salary)
Regular Fun and Sports activities.
Birthday/Anniversary Celebrations
Other benefits like Gratuity, PF/VPF, maternity, etc.