Responsibilities

- Ownership of technical enquiries - Identify, diagnose and resolve incidents raised by clients.
- Progressing all incidents through to resolution and working with the client to verify effectiveness of solution.
- Execute tasks to help our customers successfully install, integrate, and maintain Pitney Bowes Technologies in accordance with our best practices.
- The successful candidate will have a customer centric attitude by understanding how customers use the Pitney Bowes Technologies, helping to continuously improve the customer experience, and having an I own the resolution mentality.
- Perform root cause analysis to determine failure trends and work with technical teams to improve the quality of the solution.
- Participates as a subject matter expert in supporting the development and launch of new products and solutions into the Pitney Bowes space.
- Offers recommendations to engineering on product features and modifications through client feedback and analysis.
- Provides input for improvement and updating of technical documentation (User Documentation, Standard Operating Procedures, FAQs).
- Responsible for creating and maintaining technical training curriculums.




- Thoroughly document client communication and solutions in ticketing system.
- Strong interpersonal skills to interact with clients and internal teams.
- Strong written communication skills to respond to client communications and publish technical documents.
- Innovate on current processes to constantly improve support operations.

Qualifications

- Strong English Communication Skills
- 1-3 years relevant (i.e. industry/product) experience or equivalent API expertise
- Direct customer facing experience
- Trouble Shooting/Development Experience in Programming Languages: Java, C++, .NET, C#, Perl, JSON, XML etc.
- Proven ability to thrive in quick paced day-to-day activity
- Degree in Engineering, computer science, or equivalent preferred
- Excellent problem solving and analytical skills
- Ability to multitask and prioritize responsibilities
- Proven leadership, communication, and writing skills coupled with strong interpersonal, and relationship management required
- Excellent Customer Service Skills required
- Shipping industry knowledge is preferred
- Minimal travel required

📌 Software Support Engineer (Pune)
🏢 Pitney Bowes
📍 Pune