Role & responsibilities

- Respond promptly to customer inquiries via email and chat, providing accurate and courteous technical assistance.
- Diagnose and troubleshoot software, hardware, and system-related issues based on customer-reported problems.
- Assist users in product configurations, installations, and technical setups.
- Collaborate with internal teams to resolve complex technical issues and escalate cases when necessary.
- Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
- Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
- Maintain up-to-date knowledge of the companys products, services, and technical updates.
- Build and sustain strong customer relationships to enhance satisfaction and loyalty.
- Identify recurring technical issues and provide feedback to improve product performance
- Ability to work in shifts, including weekends or public holidays, as required.
- Familiarity with CRM systems and ticketing tools

Additional Qualification and Skills:

- Robust written communication skills with the ability to explain technical concepts clearly.
- Software Installation and Training.

📌 Technical Support Engineer (Email) (Ahmedabad)
🏢 Petpooja
📍 Ahmedabad