Job Description
zoho
Technical Support Engineer
Full -Time
Chennai , India
We believe that software is the ultimate product of the hands and the mind. And we take pride in creating products and solutions that help solve business problems, anticipate needs, and discover opportunities to help you grow.Over the past 25 years, we've brought more than 55 products to the market. But, the R&D edge that drives this innovation isn't simple luck, it's the result of careful choice.We prefer to build things ourselves instead of growing our platform through acquisition. We invest more in customer support and product development than in sales and marketing. All that because we believe that's the best way to deliver choice and value to our customers.This kind of thinking isn't innovative. But in today's business climate, it is increasingly rare.
Any Degree
Freshers
* Excellent verbal and written English communication skills
* Attention to detail and a strong desire to learn
* Willingness to work in night shifts and weekend shifts either permanently or on a rotational basis
* Should be flexible with all modes of Support - Email, Live chat and Calls
* Experience in Technical Support Engineer / Customer Success Specialist with an Email Service Provider OR Email Security Software Vendor OR Domain Hosting Provider would be an added advantage.
* Basic knowledge of Networking and Active Directory.
* Answer customer queries about product features and capabilities through phone, e-mail & chat.
* Efficiently troubleshoot technical issues reported by customers and assist them with in-product
and third party configurations.
* Take ownership of the unresolved cases and coordinate with internal teams to ensure prompt
resolution.
* Work closely with the Engineering and Product Management teams to escalate critical issues and
provide suggestions for product enhancement.
* Coordinate with various internal teams during an incident, communicate the status effectively till
resolution.
* Consistently meet SLA and other key performance metrics.
Only the shortlisted candidates will be notified of the further interview process.
