Technical Support Engineer - II

Allcloud Enterprise Solutions Private Limited; Hyderabad; On-site; INR 550,000 - 850,000; Full time

Job summary

Allcloud Enterprise Solutions Private Limited is seeking a Technical Support Engineer II in Hyderabad to handle complex escalations, mentor the support team, and contribute to knowledge base creation. You will work with engineering and product teams to resolve high-priority issues and improve support processes.

You will mentor colleagues, track KPIs, and ensure a customer-centric approach while staying updated on product offerings and industry trends. English and Hindi fluency is required.

Qualifications

• Bachelor's degree in a relevant technical field or equivalent practical experience.
• Familiarity with Zoho Desk CRM, Microsoft Excel, Azure DevOps, Microsoft SharePoint, generating reports and sharing insights.
• Previous experience in technical customer support, with a track record of handling complex technical issues and providing exceptional customer service.
• Excellent problem-solving and troubleshooting skills, combined with a methodical approach to issue resolution.
• Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical customers in a clear and understandable manner.
• Experience with customer support tools, ticketing systems, and knowledge base platforms.
• Fluency in Hindi & English is a must.
• Ability to work under pressure in a fast-paced environment and handle multiple priorities simultaneously.
• Customer-centric mindset, with a focus on delivering a positive customer experience and building strong customer relationships.
• Strong analytical skills for tracking and reporting on support performance metrics.
• Leadership certifications or training are a plus.

Responsibilities

• Handle complex and escalated technical issues from customers, investigating problems, identifying root causes, and implementing timely solutions.
• Communicate professionally and empathetically with customers, understanding their needs, and providing clear explanations of technical issues and resolutions.
• Supervise and mentor the technical support team, conducting regular performance evaluations, providing feedback, and fostering a positive and motivated work environment.
• Contribute to the creation and maintenance of a comprehensive knowledge base for technical support queries, enabling efficient issue resolution and knowledge sharing within the team.
• Continuously assess and improve technical support processes, workflows, and tools to enhance overall efficiency and customer satisfaction.
• Collaborate with other departments, such as engineering and product development, to manage and elevate critical technical issues that require specialized attention.
• Identify training needs within the team and coordinate technical training sessions to ensure the support staff is well-equipped to handle customer inquiries effectively.
• Monitor and analyze technical support metrics, prepare reports on key performance indicators (KPIs) and present findings to senior management.
• Proactively gather and analyze customer feedback, seeking opportunities for service improvements and advocating for the customer's perspective within the organization.
• Stay up to date with the company's products, services, and industry trends to provide accurate and relevant information to customers and the support team.

Skills

Problem-solving

Communication skills

Analytical skills

Leadership / mentoring

Customer-centric mindset

Education

Bachelor's degree in a relevant technical field

Tools

Zoho Desk CRM

Microsoft Excel

Azure DevOps

Microsoft SharePoint

Job description

JOB DESCRIPTION – TECHNICAL SUPPORT ENGINEER II

Role - Technical Support Engineer - II

Experience - 2 - 4 yrs

About the Organization:

Allcloud is a Tech-Fin, an enabler for Fin-Techs. We build innovative Unified Lending technology for Banks and Financial Institutions to help them scale. Based in Hyderabad, India, we are a growing ISO 27001-certified company with 500+ Clients across Asia and Africa.

Having worked with 500+ Lenders across multiple geographies for 10 + years, we have built expertise in Industry Best Practices for Lending. Our domain-specific solution can help lenders manage multiple loan products on a single unified platform.

• Handle complex and escalated technical issues from customers, investigating problems, identifying root causes, and implementing timely solutions.
• Communicate professionally and empathetically with customers, understanding their needs, and providing clear explanations of technical issues and resolutions.
• Supervise and mentor the technical support team, conducting regular performance evaluations, providing feedback, and fostering a positive and motivated work environment.
• Contribute to the creation and maintenance of a comprehensive knowledge base for technical support queries, enabling efficient issue resolution and knowledge sharing within the team.
• Continuously assess and improve technical support processes, workflows, and tools to enhance overall efficiency and customer satisfaction.
• Collaborate with other departments, such as engineering and product development, to manage and elevate critical technical issues that require specialized attention.
• Identify training needs within the team and coordinate technical training sessions to ensure the support staff is well-equipped to handle customer inquiries effectively.
• Monitor and analyze technical support metrics, prepare reports on key performance indicators (KPIs) and present findings to senior management.
• Proactively gather and analyze customer feedback, seeking opportunities for service improvements and advocating for the customer's perspective within the organization.
• Stay up to date with the company's products, services, and industry trends to provide accurate and relevant information to customers and the support team.

Qualifications:

• Bachelor's degree in a relevant technical field or equivalent practical experience.
• Familiarity with ZOHO Desk CRM, Microsoft Excel, Azure Dev Ops, Microsoft Share point, generating reports and sharing insights.
• Previous experience in technical customer support, with a track record of handling complex technical issues and providing exceptional customer service.
• Excellent problem-solving and troubleshooting skills, combined with a methodical approach to issue resolution.
• Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical customers in a clear and understandable manner.
• Experience with customer support tools, ticketing systems, and knowledge base platforms.
• Fluency in Hindi & English is a must.
• Ability to work under pressure in a fast-paced environment and handle multiple priorities simultaneously.
• Customer-centric mindset, with a focus on delivering a positive customer experience and building strong customer relationships.
• Strong analytical skills for tracking and reporting on support performance metrics.
• Leadership certifications or training are a plus.