Technical Support Engineer jobs in Gurgaon at QuickLaunch Inc.

Technical Support Engineer

Vacancy: 1 Gurugram, India

Primary Responsibilities:

Coordinate between Intra Teams, Clients and support team to provide first class technical support to clientele in higher education
Ensure tickets are getting dispatched and addressed within SLA’s
Set-up, manage and coordinate client calls for the team
Ensure coordinating with inter, intra teams and clients to setup activities and calls as required
Share required data for management reporting with defined frequency; daily, weekly and monthly
Assign problems/tasks to tech support specialists
Regularly review and analyze the service boards and follow-up with inter team and client
Analyze situations and determine resources needed to solve them
Make decisions quickly, often with limited information
Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
Ensure ongoing training for tech support staff; \; maintain and analyze training records
Review daily priorities and take appropriate action to ensure results are achieved
Availability for support in Non-Business Hours as and when needed
Liaison with the internal functions including Customer Success, product management, product engineering and other service functions
Work on preparing monthly roster, on call roster
Work on collating the data required for on call reports

Required Skills & Experience:

Overall 0 - 2 years of relevant experience.
Knowledge and experience in MIS reporting, MS Office, CW Tool.
Self-starter, driven, productive and works well under pressure.
Good communication skills and the ability to work well with people at all levels are essential; must be customer focused.

Education : Any Graduate

QuickLaunch is the only AI-first identity and integration platform-as-a-service platform (IDaaS and iPaaS) that transforms how cloud-savvy institutions and companies manage human and device authentication, authorization, access control and integration. QuickLaunch leverages AI to autodetect threats and step up authentication.