Technical Support Analyst jobs in Pune at Acoustic

Overview

Our Support Team includes about 100 people all over the world, including the United States, India, United Kingdom, Canada, Japan and Australia. Globally the team resolves 25,000 tickets a month for clients and internal users.

You will provide clients with beginner to advanced “front line” telephone, web, chat and e-mail technical support. You'll use your proven technical expertise and customer service skills to analyse, troubleshoot and resolve issues. This role requires fluency in English and Japanese.

Responsibilities

Respond to, resolve and document all incoming cases reported by customers via phone, web, chat and other support channels as required.
Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues, while maximizing customer satisfaction.
Provide assistance with explanation of product features and, as appropriate, with the deployment of product upgrades and software patches.
Conduct independent research in order to find solutions to customer-reported cases. As appropriate, escalate cases to Engineering and track cases through to closure.
Effectively utilize customer support soft skills to maintain a positive working relationship between Acoustic and its customers and partners, validated through maintaining a high level of customer satisfaction.
Escalate documented cases promptly to internal teams as required, while maintaining ownership of resolution and client communications.
Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems.
Develop deep technical understanding and become certified on Acoustic software products, including Campaign, Analytics, Content, Exchange, and Personalization.
Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects. Requires communication skills tailored to the audience at any specific time.
Prepare FAQs, upgrade notes, knowledge base articles and other support documents.
Follow all Support guidelines and processes for case handling.
Assist with other reasonable duties as may be required being adaptable to ever changing business needs.

Qualifications

2+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred.
Formal training in web technology and academic understanding of applications and code.
Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
Understanding of web systems work (physical, logical, hardware, software).
Understanding of databases, preferably Oracle and/or AWS.
Understanding of how the different components in a web system fit together and affect each other.
Proven customer relationship skills.
Very good communication skills.
Self-reliance and the ability to work independently with minimal supervision.
A team-player approach.
Fluency in English and Japanese.

Preferred Qualifications

A Bachelor’s degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field.
Coding skills in any language, ideally Java.
Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
Experience (and/or interest) in email and online marketing technologies.
Second or third line (tier 2 or 3) support experience.
Experience with environment configuration.
Infrastructure troubleshooting experience.
Experience in digital marketing and web analytics.