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Technical Support Engineer - North America

ProdEx Technologies , Chennai · www.egrabber.com · Full-time employment · Customer Support

Job Description

You will be part of a small highly qualified team that provides day-night round the clock support to customers for 5 days a week. You will support SaaS products, hardware that works along with the SaaS, desktop products and mobile apps. You are thus supporting our customers in Linux, Windows, Mac, iOS and Android platforms. You will communicate with customers by phone, emails, chat and ticketing portal. Questions are usually related to product usage, product and server issues, installation and deployment. Some calls require you to debug issues by reading log files. Debugging also requires knowledge of host operating systems. The internal knowledge base is updated by the support team and they also communicate with customers about patches and updates. You may have to liaise at times with our internal product development team. Customers think we are fantastic because we are easily reachable and knowledgeable and solve their issues on the first call. You will undergo extensive training for three months.

We are not a BPO. Long term customers will know you by name.

Job Requirement

* You have a pleasant voice on the phone.
* You have patience. 
* You feel the pain of customers and want to help them.
* You have a genuine love for Tech.
and ... need we say this - excellent debugging skills.
* Our office is in the center of the city and easily accessible by public transport.
* 5 years prior experience in the US timezone shift.
* Any science graduate.

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