L1 - Support Engineer
Apexon is a digital-first technology services firm backed by Goldman Sachs Asset Management and Everstone Capital. We specialize in accelerating business transformation and delivering human-centric digital experiences. For over 17 years, Apexon has been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.
RESPONSIBILITIES AND QUALIFICATIONS
The L1 - Support Engineer is responsible for providing high-quality technical support for the platform to customers, developers and prospects across the World through email, phone interactions, chats, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using the platform. The job involves handling and resolving complex technical and functional queries from customers across the globe.
Help resolve software and technical questions for the customer efficiently and effectively
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat and email communication channels.
Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.
Extensively research and document customer technical issues.
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
Partner with Technical Support team members on various strategic projects when needed
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
Run monitoring reports for usage, performance, and/or availability.
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Raise problem ticket when issue repeated and take necessary Technical support to closure.
What We’re Looking For
Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
2-4 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
Good debugging skills
Passion to be a part of a hardworking and winning team
Willing to work in a 24x7 environment and provide weekend coverage, if needed.
Ability to multitask in a fast paced environment
Excellent ability to learn and articulate software-related and technical concepts
Strong active listening skills and excellent written
Excellent oral communications skills and customer Service Orientation
Strong attention to detail when communicating with customers (verbal & written)
Ability to empathize with customers and convey confidence
Expertise working with Microsoft Excel
Strong documentation skills
Working knowledge of SQL, Java related technologies