Associate Customer Support Engineer

Product Development Chennai, India Hinjewadi, Pune, India


Job Description: The Associate Customer Support Engineer at the L2 level is responsible for providing initial support and assistance to customers who encounter issues with our products and services. This position requires excellent communication skills and a willingness to learn about our products and services.

Key responsibilities include:

  1. Responding to customer inquiries and resolving basic product-related issues.
  2. Providing clear and concise information to customers regarding product features and functionalities.
  3. Logging customer interactions and issues in the support ticketing system.
  4. Collaborating with senior support engineers and other teams to escalate complex issues when necessary.
  5. Continuously updating knowledge about company products and industry trends.
  6. Maintaining a professional and customer-centric approach in all interactions.
  7. Creating and Maintaining Knowledge base Articles on Product support


Overall Experience: Minimum 2+ Years Proficiency in SQL and Oracle.
Experience in working on various database systems.
Understanding of API web services.
Basic knowledge of Python (preferred but not mandatory).
Hands on with Support Ticketing Tools like Servicenow, Freshdesk, Zendesk etc.
Strong communication and interpersonal skills. Basic understanding of ITIL processes.
Experience working in customer support.

Shift Timing: Rotational Shift