Technical Support Engineer
Sattyda Tech
Technical Support Engineer
Sattyda Tech
Viman Nagar, Pune Region
â‚ą18,000 - â‚ą20,000 monthly*
Fixed
â‚ą18000 - â‚ą18000
Average Incentives*
â‚ą2,000
Earning Potential
â‚ą20,000
You can earn more incentive if you perform well
Work from Office
Full Time
Any experience
Good (Intermediate / Advanced) English
Job Details
Interview Details
Job highlights
Urgently hiring
200+ applicants
Benefits include: Mobile Allowance, Internet Allowance
Job Description
- 🔑 Key Responsibilities1. Technical Issue Resolution & SupportFrontline Troubleshooting: Serve as the first and second line of support via phone, email, live chat, and remote assistance, addressing technical inquiries from clients regarding software functionality and errors.
- System Diagnosis: Diagnose and resolve issues across key Gymoryx modules, including:
- Membership Management: Billing, payment gateway errors, membership renewal/freeze issues.
- Attendance & Access: Troubleshooting Biometric Integration (ESSL/Real Matrix) and Face Recognitioncheck-in issues.
- Mobile Apps: Issues related to the Member App and Instructor App (e.g., class booking, push notifications).
- Core Platform: Login/access issues, dashboard errors, and reporting generation problems.
- AI Feature Support: Troubleshoot and guide users on the operation of AI Workouts, AI Meal Plans, and the AI Health Chat Assistant.
- 2. Escalation & Product FeedbackEscalation Management: Accurately document, prioritize, and escalate complex or recurring technical issues (bugs) to the Level 3 Support and Software Development/Engineering teams.
- Root Cause Analysis: Perform preliminary analysis (e.g., checking system logs, recreating errors) to identify the root cause before escalation.
- Product Advocacy: Act as the voice of the customer by providing clear, detailed, and actionable feedback to the Product team to drive software improvements and feature enhancements.
- 3. Documentation & Knowledge ManagementKnowledge Base Creation: Develop and maintain high-quality technical documentation, FAQs, and step-by-step guides for the internal team and the customer-facing knowledge base.
- Ticket Management: Maintain accurate and timely records of all customer interactions, problems, and resolutions using our help desk/ticketing system ([e.g., Zendesk, Freshdesk]).
- 4. Client Guidance & TrainingNew Feature Rollouts: Assist with the smooth rollout and support of new Gymoryx features and platform updates.
- Proactive Education: Educate clients on how to best configure and utilize the software features, focusing on reducing repeat inquiries.
Job role
Work location
sattyda tech pune Viman Nagar, Pune Region
Department
IT & Information Security
Role / Category
IT Support
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Any experience
Education
12th Pass
English level
Good (Intermediate / Advanced) English
Gender
Any gender
About company
Name
Sattyda Tech
Address
sattyda tech pune Viman Nagar, Pune Region
Job posted by Sattyda Tech
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