Key Responsibilities
- Provide assistance to customers or employees via phone, email, chat, or remote access.
- Troubleshoot technical issues and escalate complex problems when necessary.
- Guide users through step-by-step solutions and document resolutions.
- Collaborate with other teams to improve processes and resolve recurring issues.
- Maintain a high level of professionalism and customer service.
- Monitor system performance and report outages or critical issues.
- Maintain logs of technical support interactions and issues.
- Should have understanding of incident management and change management.
- Travel to various locations to meet customers as required.
Qualifications and Skills
- Strong verbal and written communication skills.
- Good problem-solving and analytical abilities.
- Technical knowledge related to API’s.
- Understating of API testing tools like postman.
- Experience with customer service tools (CRM, ticketing systems).
- Ability to multitask and handle pressure.
- Patience and empathy when dealing with customer concerns.
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