Senior Engineer - Product Support

LeadSquared

Required skills

Website: leadsquared.com
Job details:
Roles & Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution.
Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.
Ask customers targeted questions to quickly understand the root of the problem.
Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.
Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person).
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Work closely with technical teams to enhance the quality of existing products.
Manage and monitor customers’ expectations.
Help in keeping customers extremely satisfied and thereby contributing to customer retention.

Key Requirements

3+ years of experience in supporting web based software platforms SaaS for North American and Indian customers
Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
Good understanding of API, Webhooks, Connectors.
Good to have the understanding on at least one of the programming languages (PHP, Java, Python).
Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.
Excellent problem-solving, strong written & verbal communication and documentation skills
Obsessed with customer support and delighting the customers.
Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.
Need to work in the 24/7 Shift

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