JOB ROLE: Technical Support Engineer
Location - chennai
As a Technical Support Engineer in Zoho, you are responsible for providing technical assistance to customers using Zoho’s products and services. Your primary responsibilities include:
Troubleshooting and resolving technical issues: You will be responsible for helping customers resolve technical issues related to Zoho’s products and services. This may involve diagnosing the root cause of the problem and finding a solution.
Responding to customer inquiries: You will be the first point of contact for customers seeking help, and you will need to respond to their inquiries via email, phone, and chat. You will need to be able to effectively communicate technical information to customers in a way that is easy for them to understand.
Documenting customer interactions: To ensure that customer interactions are documented properly, you will need to keep detailed records of your interactions with customers. This documentation will help you track the progress of customer issues and make sure that nothing is overlooked.
Collaborating with the development team: When technical issues are more complex, you may need to work with the development team to resolve them. This may involve communicating with developers and other technical experts to find a solution to the problem.
Improving technical knowledge and customer service skills: To be an effective Technical Support Engineer, you will need to continuously improve your technical knowledge and customer service skills. This may involve participating in training programs, attending conferences, and staying up-to-date with the latest developments in Zoho’s products and services.
- Be the face of Zoho with prospects, customers and partners
- Engage in voice, email and chat based support
- Diagnose and solve application issues
- Understand and analyze the needs of the users and provide timely solutions
- Handle product demos, implementation and training