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Software Support Engineer
Job Summary:
The Software Support Engineer is the go-to problem solver for SaaS solutions users. The role covers customers from all over the globe and focus on assisting customers to navigate technical and functional challenges by phone, chat, or ticketing system. The Engineer will own the customer experience, from troubleshooting and solution research to guiding users step by step. Therefore, they will be a product expert and not just an issue fixer.
This role requires a deep understanding of the software, troubleshooting skills, and the ability to communicate effectively with both customers and internal teams.
Your key responsibilities
Support customers by providing technical and functional expertise over the phone, chat and ticket management.
Be a customer centric professional, willing to regularly go above and beyond in order to provide the best possible service delivery and user experience
Manage customer inquiries within the expected time frame and act as the contact point, only escalating queries when required
Building a trusted partnership with the customer by maintaining a high level of professionalism and work to establish a positive rapport with every customer
Keep the customer informed and updated whilst the investigation and resolution is being worked on
Be pro-active and anticipate possible user issues and work towards finding a solution rapid
Create and maintain support documentation, knowledge base articles, and troubleshooting guides for both customers and internal stakeholders
Accurately capture all ticket related notes, document activities and manage tickets in a way
📌 TTT - SaaS Support - Staff (India)
🏢 EY
📍 India