Cloudiway jobs - Technical Support Engineer

Cloudiway provides innovative solutions for efficient data migration and enterprise coexistence. A smart ally to master each transition to the cloud and ensure productivity and high business performance with continuity. All our softwares are developed in-house by our experienced team of engineers to ensure the highest level of reliability and faster response to technical issues.

Technical Support Engineer 

• responsibilities include resolving Cloudiway platform related & reported customer issues in APAC, investigating support tickets and using Cloudiway support & ticket management platform to provide immediate troubleshooting support. 
• You will use email and chat applications to give clients quick answers to simple platform, their trial, migration issues. 
• For more complex problems that require nuanced instruction, you will contact clients via phone, remote screen sharing calls and/or provide clear, written instructions and technical manualsafter due consultations with internal senior support team members as may be required.

Responsibilities

• Taking ownership of customer reported issues and seeing problems through to resolution of support tickets within agreed time limits & set SLA’s in a proactive manner
• Researching, diagnosing, troubleshooting and identifying solutions to resolve platform & set up issues
• Ask customers targeted questions to quickly understand the root of the problem through a series of actions, either via phone/web calls, email or chat, until they’ve solved a technical issue
• Prioritize and manage several open issues at one time with a collaborative approach and efficient support ticket management
• Follow up with clients to ensure their data migration is fully functional and moving steadily & smoothly after troubleshooting.
• Extending trial & presales assistance to customers wherever required
• Ability to Quickly learn and Scale up to a skilled Support and data migration service engineer level

Education / Qualifications

• Bachelor’s Degree in Computer Science/IT/Engineering is a plus
• With 1-2 years working experience within an IT support/Network engineer job
• MCSE/Exchange certified & SQL knowledge is a plus to have
• Fluent English speaker with written communication (Must)

Other Desired Skills

• Familiar with Microsoft, Azure, Office 365, G suite, Mail or SharePoint, IT admin and Networking capabilities-Hw/Sw/OS/MS Exchange
• Highly organized, self-directed, Flexibility, Patience, Fast Identification of Customer Issues, Troubleshooting, Adaptability to remote working, Focused, Keen learner, Interpersonal & collaboration skills

Job Location: India