Technical Support Engineer (Email)

Petpooja; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

Petpooja is seeking a customer support engineer to promptly respond to inquiries via email and chat, and provide accurate technical assistance.

You will diagnose software/hardware issues, assist with configurations and installations, and collaborate with internal teams to resolve complex problems while maintaining SLA adherence. The role emphasizes strong written communication and familiarity with CRM systems and ticketing tools.

Qualifications

• Strong written communication to explain technical concepts clearly.
• Experience in software installation and related training.

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 elevate 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

Skills

Written communication

Technical training

Tools

CRM systems

Ticketing tools

Job description

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 elevate 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:

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