Associate Technical Customer Support Engineer

Summary

Join PairSoft's Support team as an Associate Technical Customer Support Engineer (Tier 2) and handle software issues reported by clients through the support portal. You will escalate critical issues, assist with software updates, create knowledge base articles, and resolve complex issues. Effective communication with clients via various platforms is crucial. You will reproduce client issues, provide workarounds, and escalate or report defects. This remote position, based anywhere in India, may also involve supporting Sales and Consulting teams. PairSoft offers a collaborative culture, growth opportunities, and comprehensive benefits.

Requirements

• Bachelor’s degree in Computer Science or Information Technology
• 0-2 years’ experience in Technical Customer Support/Fresher
• Basic in C#, ASP.Net, Visual Studio, Web Technologies
• Excellent in SQL Server/Complex SQL Queries, JavaScript
• Fluent English verbal and written communication skills
• The ability to diagnose issues and clearly provide detailed reproduction steps is a must
• Excellent communication and presentation skills
• Strong problem-solving and technical skills and ability to explain complex technical and business concepts
• Remote Worker Experience – you have worked remotely before and/or are familiar with virtual collaboration tools

Responsibilities

• Work complex support tickets escalated from Tier 1, as assigned
• Handle technical support cases and projects with respect to PairSoft customers in different geographical locations
• Perform advanced level troubleshooting and maintain public and internal notes of all findings, escalate to next level as per the process
• Troubleshoot & perform advanced/expert level triage and escalate to the next level as per the process
• Ensure case escalation procedure is strictly followed and necessary information exists in case details
• Ensure that the support cases and projects get completed within a reasonable timeframe
• Responsible for thoroughly documenting and submitting defects to the Product team
• Communicates updates to the client regarding support tickets on a consistent basis that adheres to Company policy. Responsible for direct customer communication
• Shares product, technical, and consulting knowledge with colleagues
• Document troubleshooting processes and provides clear concise written documents, including KB articles
• Performs other duties, as assigned by the Team Lead or higher Management

Preferred Qualifications

• A plus for knowledge of jQuery, MVC, AngularJS
• Familiar with technologies such as IIS, API, Firewalls/MS Server/Whitelisting, a plus for regular expressions
• A plus for Accounts Payable Domain Knowledge
• Team Collaboration - Ability to collaborate with team members across multiple functions and to influence participation and work results
• Highly motivated & self-driven with a proven ability to perform multi-tasking

Benefits

• Collaborative start-up culture
• Opportunity to grow your career with a rapidly growing organisation
• Exposure to working with a Microsoft gold partner organization with the latest technologies
• People first organisation culture
• Company Paid Group Mediclaim Insurance for employee, spouse and up to 2 Kids of INR 400,000 per annum
• Company Paid Group Personal accidental insurance for employees of INR 1,000,000 per annum
• Company Paid & Manager approved Career Advancement Opportunities
• Best in the Industry referral bonus policy
• 29 Paid leaves throughout the year
• Company-paid Maternity leaves for female employees