Customer Technical Support Engineer

Job Description

Software Support Engineer About Us BeatRoute is an enterprise-grade Sales Enablement platform that goes beyond automation and helps customers achieve their sales outcomes with its unique goal-driven sales technology. More than 200 Retail & Distribution companies such as those in the Consumer Goods industry rely on BeatRoute to solve their sales problems and make their execution goal oriented. Essential Functions Technical Support Respond to customer inquiries and troubleshoot technical issues through various communication channels, including email, phone, and chat. Diagnose and resolve hardware and software problems efficiently and effectively. Guide customers through the setup, configuration, and usage of our products and services. Collaborate with cross-functional teams to address complex technical issues. Proficiency in Excel, including knowledge of functions like VLOOKUP, IF, SUMIFS, and COUNTIFS, is required Customer Engagement Build strong relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Ensure timely and accurate communication with customers regarding issue resolution and updates. Proactively identify and address potential customer needs or concerns. Documentation and Knowledge Sharing Document customer interactions, technical issues, and resolutions in a clear and organized manner. Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Share insights and best practices with the team to improve overall support quality. Qualifications Bachelor's degree B.tech or equivalent work experience Past experience of working on Postman, to test and manage API's Proven experience in a technical support or customer service role, preferably in a technology or software-related industry. Strong technical aptitude and the ability to troubleshoot hardware and software issues. Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers. Exceptional customer service skills with a focus on customer satisfaction. Strong problem-solving and analytical abilities. Familiarity with Software support ticketing systems. Willingness to work flexible hours and handle occasional on-call duties Show more Show less