Technical Support Engineer

About the Role: Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers.

What you'll be responsible for?

• Provide support to internal / external customers while adhering to the set SLA parameters.
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform initial troubleshooting, do analysis, test service flows to resolve customer’s concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues.
• Capture and document all queries / concerns via the ticketing tool / email/ calls.
• Responding to customers via various communication channels and to provide timely revert / updates / notifications.
• Share periodic updates and feedbacks on regular basis.
• Maintain regular tracker(s) and publish reports to all stakeholders.
• Ensure 100% ...