Technical Support Engineer (Remote) (New Delhi)

Job Role: We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required. Responsibilities: - Take ownership of customer issues reported and see problems through to resolution - Research, diagnose, troubleshoot and identify solutions to resolve customer issues - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams - Provide prompt and accurate feedback to customers - Ensure proper recording and closure of all issues - Prepare accurate and timely reports - Document knowledge in the form of knowledge base tech notes and articles - Follow the SLA for issues with respect to the severity. Requirements: - BS degree in Information Technology, Computer Science or equivalent - Proven working experience in enterprise technical support, IT support or as a technical engineer - Deep knowledge in the product that the technician is supporting. - Solid problem-solving skills - Excellent client-facing skills - Excellent written and verbal communication skills .