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Technical Skills:

  • Global Tech Support:
  • Experience with remote support and handling a global user base
  • Ability to work across different time zones and cultures.
  • Application Support:
  • Proficiency in application maintenance and performance monitoring.
  • Skills in troubleshooting software issues and managing patches.
  • Support Engineer:
  • Expertise in resolving technical issues and performing root cause analysis.
  • Familiarity with service desk operations and ticketing systems like Freshdesk and JIRA
  • Troubleshooting:
  • Competence in using diagnostic tools and analyzing logs.
  • Ability to resolve errors and optimize performance.
  • Incident Management:
  • Knowledge of incident response and reporting.
  • Skills in managing escalations and adhering to SLAs.


Soft Skills:

  • Communication Skills:
  • Excellent written and spoken English.
  • Ability to communicate effectively with US clients and internal teams.
  • Problem-Solving:
  • Strong analytical skills to identify and resolve issues.
  • Creative thinking to find innovative solutions.
  • Customer Service:
  • Ability to provide high-quality support and maintain customer satisfaction.
  • Skills in managing customer expectations and handling difficult situations.
  • Skills in prioritizing tasks and meeting deadlines.
  • Team Collaboration:
  • Ability to work effectively with cross-functional teams.
  • Skills in coordinating with sales, account management, and backend teams.
  • Adaptability:
  • Flexibility to adapt to changing requirements and environments.
  • Ability to learn new technologies and processes quickly.
  • Ability to identify and correct errors.


Key Responsibilities:

  • Provide real-time remote technical support to clients based in US and Canada
  • Troubleshoot and resolve application-related issues, ensuring minimal downtime.
  • Escalate bugs/issues in a timely manner to backend teams and follow up until resolved
  • Monitor system performance and manage incidents
  • Perform root cause analysis and implement solutions to prevent recurrence.
  • Manage and resolve tickets using systems like FreshDesk and JIRA
  • Collaborate with cross-functional teams to ensure timely resolution of issues.
  • Maintain and update the knowledge base with solutions and best practices.
  • Provide excellent customer service and maintain high levels of customer satisfaction.
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