Technical Support Analyst

Job Title : Technical Support Analyst
Reports To : Lead Analyst
Department : Medallia
Location : Gandhinagar

Availability During Shift Ranges:

  • 6am-2pm (including weekends)
  • 2pm-10pm (including weekends)
  • 10pm-6am (including weekends)

Key Skills:

  • Customer focus
  • Nimble learning
  • Tech savvy
  • Action oriented
  • Collaborates
  • Resourcefulness
  • Decision quality
  • Drives for results

The Role:

Are you extremely customer focused and excited about working with technology? Do you enjoy problem solving and working in a fast paced, action oriented environment? – If yes, read further.

Help us defeat mediocrity! As a Technical Support Agent, you will play a key role in ensuring the success of client users. You will be performing initial triage of support inquiries, resolving technical issues, and helping to ensure that our customers love using the client platform! This is a unique opportunity to partner with our worldwide teams, including Professional Services, Engineering, and Partner teams. You will be the first point of contact for our users and an ambassador for our clients!

Responsibilities:

  • Delight customers by providing timely, expert advice
  • Resolve technical support inquiries with speed and precision
  • Use written and verbal communication to help educate customers on the Client platform
  • Share knowledge through the creation of support articles
  • Identify technical gaps and escalate cases to other parts of the organization

Qualifications:

  • Excellent verbal and written communication skills
  • Minimum of 1+ year(s) of experience in a customer-focused, support environment
  • Ability to learn on the fly and make decisions quickly
  • Ability to work a flexible schedule including nights and weekends; work hours will be based on business needs
  • Ability to partner with cross-functional teams
  • Experience with JavaScript, HTML, and XML a plus
  • Experience with Medallia and Salesforce.com Service Cloud knowledge a plus

Go To Job Openings | Need assistance, send Email wanttowork@etechgs.com