Product Support Engineer

Roles and Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about our products via email & call support
• Identify and escalate priority issues as per Client specifications
• Assisting clients/partners in troubleshooting via remote access
• Rectifying issues and closing the query/issue in a timely manner
• Ensuring customer experience by providing First Time Resolution(FTR) and doing Root Cause Analysis(RCA) for repetitive & major issues

Skill and Knowledge Qualifications:

• Experience with operating systems including Windows, Linux(Centos/Ubuntu). [Mac OS X – optional]
• The ability to be a good listener, and to really understand a customer problem or question and help them solve it
• Proper phone etiquette and ability to speak and write clearly & accurately. Some support will be provided over the phone (via our VoIP system)
• Excellent writing skills. Most of the support work will be written (email, documentation, etc.)
• Knowledge of storage based software computer applications and equipment’s
• Willingness to cooperate with others and work to the greater good
• Multi-tasking capabilities

Experience / Qualifications:

• 0 to 2 years of experience in technical support role
• Knowledge in virtualization technologies, cloud computing, and storage concepts is preferable
• Candidates with international voice experience is a plus

Shift Timings:

Night shifts[Preferably US time] or rotational shifts