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Applause - Off Campus Drive

Technical Support Engineer


Experience : 0 - 1 Year

Education : Bachelor's Degree

Location : Across India

Updated On : 8/13/2020

Last Date : 9/30/2020

Company

Applause empowers leading brands to deliver flawless digital experiences for their customers on any device, in every location. The company’s testing, feedback, and research solutions enable businesses to delight customers, drive topline revenue, and innovate faster.  Applause ensures digital quality for websites, mobile apps, IoT products, and in-store interactions in a way no other approach can – via its technology platform and managed global community of over 400,000 on-demand digital experience experts.

Technical Support Engineer

Applause is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers out of our office in Hyderabad.  You will diagnose and troubleshoot platform and software problems/questions.

Technical Support Engineer responsibilities include resolving various platform issues, escalating to our Engineering team when appropriate. You will use an email-based ticketing system and chat applications to give customers quick answers to issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

Responsibilities

  • Research and identify solutions to software and platform issues
  • Diagnose and troubleshoot technical issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track issues through to resolution, within agreed time limits
  • Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering, software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with customers to ensure their platform experience is fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes, manuals, and knowledgebase articles
  • Maintain jovial relationships with customers

Requirements

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with writing concise reproduction steps on escalation tickets
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Jira, Freshdesk, etc.)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field

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