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Senior Technical Support Engineer

POSITION: SENIOR TECHNICAL SUPPORT ENGINEER

Location: Pune, India

Experience: 5 to 7 years

Responsibilities

Manage escalations to ensure high customer satisfaction

  • Interface with the team to understand high severity/critical customer issues
  • Use early warning processes to manage escalations
  • Engage with customer contact points to drive customer success and resolution of issues and concerns
  • Facilitate customer resolution for escalated issues and engage necessary technical support
  • Work with cross-function BUs to request SME resources to work on escalated customer issues
  • Follow up with unsatisfied customers to ensure issues are resolved and customers are satisfied
  • Inspire continuous improvement in support delivery.

Manage, mentor and collaborate

  • Serve as mentor, knowledge resource and escalation point
  • Provide guidance and direction and evaluate personnel to ensure efficiency in operations
  • Ensure team has access to development tools, methodologies and resources
  • Manage distribution of task to the team members based on the company’s objectives, goals and priorities
  • Oversee the technical support team and ensure the members conform to defined support policies
  • Identify technical and functional gaps of the team, and arrange training from appropriate SMEs from Engineering and Professional Services to bridge the gap

Schedule training for the team and manage maintenance of the support tools and system

  • Analyze business trends, provide site updates and build growth forecasts for the team
  • Define work schedules for the team and ensure adequate coverage at all times
  • Manage effective hiring, on-boarding, training and retention

Report to management/superior

  • Provide historical information to upper management or superior on the team’s productivity
  • Maintain and provide timely account status reports, to customers as well as management
  • Collaborate closely with peer managers globally to ensure operational consistency

Must-have qualifications and skills

  • Bachelor’s degree in a technical discipline from a reputed institute

To apply

Send your resume and cover letter in MS Word, to hiring@egain.com, and include the position in the subject line of the email.