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Urgent! Technical Support Engineer (Rotational Shift) Job Opening In Pune – Now Hiring Braves Technologies

Technical Support Engineer (Rotational Shift)



Job description

Our Company:
Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated
offshore software development teams in India.

For the past 15+ years, Braves has been building Software

Engineering, Game Development, and Customer Success teams for clients across the US and Australia.

For more information, you can visit style=color: rgb(0, 0, 0); font-family: Lato, ;>
Our Culture:
We are a team focused on high performance, high delivery, diverse thinking, and embodying a
collaborative culture at all levels.

We value and encourage learning throughout the organization.

Every

employee at Braves understands ownership and fulfills what is required.

We align a perfect work-life

balance.

Work Location: Pune (Remote)
Work shift: Rotational with 2 days per week off

Primary Responsibilities -
  • Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
  • Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
  • Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
  • Diagnosis and resolution of Customer hardware and software issues.
  • Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
  • Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
  • Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
  • Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
  • Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
  • Proactively works with clients to ensure system uptime and optimal use of system functionality.
  • Maintains a positive customer service attitude.
  • Develops technical documentation, FAQs, and maintains a knowledge database.
  • Maintains up-to-date industry technical knowledge.'
  • Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
  • Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
  • Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.

Skills Required-
  • Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred
  • High level of Customer Service attitude and aptitude.
  • Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies.
  • Understanding and ability to execute SQL queries and commands.
  • Experience working with an Incident Management System.
  • Strong communication skills including oral, written, and customer approach.'
  • Strong knowledge of hardware and software components.
  • Strong Time Management Skills.
  • Strong understanding of Microsoft Windows and SQL servers.
  • Experience in a Technical Support environment.
  • Self-motivated and the ability to work independently.

    Education: Degree/PG in Computer Science or Engineering OR Equivalent 


    What’s in it for you/Benefits of working with us:
    Competitive Salary
    Hybrid work culture
    Flexible work timings
    Family Group Medical Health Insurance / Group Accidental Insurance
    Leave encashments (Gross, not just base salary)
    Regular Fun and Sports activities / Birthday/Anniversary Celebrations
    Other benefits like Gratuity, PF/VPF, maternity, etc.



Required Skill Profession

Computer Occupations



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