Technical Support Engineer (To be based in Mohali)

Job Description

Overview:
As an L1 Technical Support Executive, you will play a crucial role in providing frontline technical assistance to Americana stores, drivers and customers, resolving their issues promptly, and ensuring a high level of satisfaction with signing-off from the respective stackholders. You will be responsible for addressing basic technical inquiries, troubleshooting common issues, and escalating complex problems to higher-level support teams proactively.

Responsibilities:
1) Customer Assistance: Respond to customer inquiries and technical issues via ticket, email, JIRA or chat in a timely and professional manner.
2) Issue Resolution: Troubleshoot and resolve basic technical problems related to software, hardware, and network connectivity through proactive communication, followups and regular updates with the requester until closure.
3) Documentation: Accurately document customer interactions, review regularly/maintain update documents on troubleshooting steps, and resolutions in the Service Desk Ticketing system.
4) Escalation Management: Escalate complex or unresolved issues to L2 or L3 support teams without delay for further investigation and resolution.
5) Product Knowledge: Develop a deep understanding of the company’s products, services, and technologies to provide effective support to customers.
6) Quality Assurance: Ensure adherence to established support processes and quality standards to deliver consistent and high-quality service to customers.
7) Continuous Learning: Stay updated on industry trends, new technologies, and product enhancements to enhance technical knowledge and skills.
8) Customer Education: Educate customers on basic troubleshooting techniques, clear knowledge gaps, and best practices to be followed to minimize future technical issues.
9) Team Collaboration: Collaborate with other members of the technical support team and cross-functional departments to share knowledge and resolve customer issues effectively.
10) Feedback and Improvement: Provide feedback on product usability, customer pain points, and process improvements to help enhance the overall customer experience.

Qualifications:
1) Bachelor’s Degree in computer science; additional education or certification in IT or related field is a plus.
2) Previous experience in a customer service or technical support role is preferred.
3) Strong SQL, Microsoft Office Skills (Excel, Word and Powerpoint)
4) Basic understanding of applications, software, operating systems, computer hardware and networking concepts.
5) Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
6) Excellent problem-solving skills and attention to detail.
7) Ability to work independently and collaboratively in a fast-paced environment.
8) Proficiency in using helpdesk ticketing systems and remote support tools.
9) Willingness to work flexible hours, including weekends and holidays, to meet customer needs.
10) Patience, empathy, and a customer-centric approach to support.
11) Service Requests – Stores, Drivers and Customers, Application Monitoring, Basic Troubleshooting, Reporting – Daily/Weekly/Monthly