Job Description:
* Answer customer queries about product features and capabilities through phone, e-mail & chat.
* Efficiently troubleshoot technical issues reported by customers and assist them with in-product
and third party configurations.
* Take ownership of the unresolved cases and coordinate with internal teams to ensure prompt
resolution.
* Work closely with the Engineering and Product Management teams to escalate critical issues and
provide suggestions for product enhancement.
* Coordinate with various internal teams during an incident, communicate the status effectively till
resolution.
* Consistently meet SLA and other key performance metrics.
Requirements:
* Excellent verbal and written English communication skills
* Attention to detail and a strong desire to learn
* Willingness to work in night shifts and weekend shifts either permanently or on a rotational basis
* Should be flexible with all modes of Support – Email, Live chat and Calls
* Experience in Technical Support Engineer / Customer Success Specialist with an Email Service Provider OR Email Security Software Vendor OR Domain Hosting Provider would be an added advantage.
* Basic knowledge of Networking and Active Directory.
Work Location:
Chennai
Note: Only the shortlisted candidates will be notified of the further interview process.
