Technical Support Agent
- R Systems
- 2 - 4 years
- Noida, Gurugram
- 1 month ago
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Job Description
Role & responsibilities
Handle customer technical with a high sense of urgency and ownership while keeping
stakeholders appropriately apprised of the investigation
- Troubleshoot issues using internal & external documentation, analyze log files, use various
tools and other resources to identify root causes and resolve customer issues
- Contribute to your teams goals by thoroughly researching, testing, and documenting your
investigations as you collaborate with colleagues to help them progress their cases as well as
your own
- Share your expertise, provide guidance on troubleshooting techniques, help upskill your
colleagues, and contribute to team goals/projects as assigned
- May be assigned to specific customers and interact with AI generated proactive cases
- Work with customers through a variety of channels including live & pre-scheduled
interactions, inbound & outbound email/phone/chat in both reactive & proactive motions
- Deliver a consistent enterprise level experience aligned with customer expectations to
advance customers conversion, usage, and expansion of Smartsheet
- Empower our customers by helping them troubleshoot and/or understand the capabilities of
the platform & advise best practices
- Work closely & collaboratively with colleagues on a daily basis to help research and resolve the
most complex customer impacting issues
- Contribute to internal & external documentation
- Manage other responsibilities as assigned
You have:
- 2+ years technical or technical support experience, or equivalent
- Ability to demonstrate empathetic and confident issue ownership, assuring customers that if
you can't solve their problem, you will ensure they are directed to the right resource
- Confidence and strong interest in problem solving
- Strong customer presence with a passion for solving complex technical problems
- A firm grasp of and experience using & supporting others use of cloud applications
- Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks
- Conceptual understanding of a RESTful service
- Willingness to engage on complex matters
- Comfortable working in ambiguous situations with little to no direction
- Flexibility in your working hours as this position will require work outside of standard business
hours
- Excellent written, verbal, and interpersonal communication skills
- Ability to work independently or collaboratively in a fast-paced and dynamic environment
- Working knowledge of assigned feature strongly preferred
Content Experience Pod Specific
- General understanding with RESTful APIs and ability to understand, evaluate and discuss
technical integration scenarios and architectural concepts
- General understanding with HTML, CSS, and one or more programming languages
(Javascript, Python, Ruby, Java, C#, etc..)
Preferred candidate profile:
Immediate Joiners will get the Higher Preference
Its a Work from Office Job and Candidate should be open for Night Shifts
Both Side Cab Will be provided
5 Days Working with Rotational Week off's
Interview Mode Virtual
Kindly share your resume on sh**********t@rs*****s.com or ping at 8448771*** for more details
Regards
Shankar Rawat
R Systems International
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: R SystemsLocation(s): Noida, Gurugram
Keyskills: International Technical Support
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