Technical Support Engineer

Key Deliverables:

1. Provide technical support to internal/external customers, ensuring adherence to SLA parameters.
2. Troubleshoot, analyze, and resolve customer issues through calls, emails, and ticketing tools.
3. Collaborate with backend teams to resolve technical concerns and communicate resolutions effectively.
4. Track and report on ticket management, customer engagement, and progress updates to stakeholders.

Role Responsibilities:

1. Facilitate technical support calls and ensure timely resolution of issues raised by customers.
2. Use analytical skills to troubleshoot and test service flows, identifying root causes and solutions.
3. Document customer queries and concerns, ensuring all communication is logged properly.
4. Work cross-functionally with teams to ensure seamless issue resolution and compliance with SOPs.