- Gurgaon, India
- 3–4 years
Provide telephone and email based pre-sales and post-sales technical support (Level 3) for SOTI software products, investigate issues, create Jira tickets, coach Level 1 agents, and manage workload while ensuring service standards.
Responsibilities
- Provide telephone and email based pre-sales and post-sales technical support (Level 3) for our software products
- Investigate issues reported by customers and communicate with internal product development teams to resolve product issues
- Plan, prioritize and organize workload consistently within service standards and agreed objectives
- Respond to all customer requests in a timely manner while improving customer experience
- Create/assess Jira Tickets for Level 1 specialists and help them in triage process
Requirements
- Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field