Senior Engineer Product Support

Job Description

Roles & Responsibilities:

• Taking
  ownership of customer issues reported and seeing problems through to
  resolution.



• Researching,
  diagnosing, troubleshooting and identifying solutions to resolve customer
  issues in using LeadSquared.



• Ask
  customers targeted questions to quickly understand the root of the
  problem.



• Resolving
  all customer issues in time bound manner. Comply with the SLA for issue
  resolution.



• Onboarding
  new customers: Providing Admin and User trainings e.t.c (over web and
  in-person).



• Talk
  clients through a series of actions, either via phone, email or chat,
  until they’ve solved a technical issue.



• Work
  closely with technical teams to enhance the quality of existing products.



• Manage
  and monitor customers’ expectations. 



• Help
  in keeping customers extremely satisfied and thereby contributing to
  customer retention.

Key Requirements:

• 3+
  years of experience in supporting web based software platforms SaaS for
  North American and Indian customers



• Proven
  ability to troubleshoot software, understand customer requirements &
  workflow and resolve more advanced issues working within escalation
  procedures.



• Good
  understanding of API, Webhooks, Connectors. 



• Good
  to have the understanding on at least one of the programming languages
  (PHP, Java, Python).



• Operational
  support experience - the ability to capture the user environment during
  trouble shooting & work towards speedy and accurate resolutions for
  client issues.



• Excellent
  problem-solving, strong written & verbal communication and
  documentation skills



• Obsessed
  with customer support and delighting the customers.



• Contribute
  to developing technical content and IPs such as knowledge base articles,
  sample scripts, proof of concept, diagnostic tools. 



• Need
  to work in the 24/7 Shift

More Info

Education