Technical Support Engineer (Rotational Shift)

Our Company: Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated offshore software development teams in India. For the past 15+ years, Braves has been building Software Engineering, Game Development, and Customer Success teams for clients across the US and Australia. For more information, you can visit Our Culture: We are a team focused on high performance, high delivery, diverse thinking, and embodying a collaborative culture at all levels. We value and encourage learning throughout the organization. Every employee at Braves understands ownership and fulfills what is required. We align a perfect work-life balance. Work Location: Pune (Remote) Work shift: Rotational with 2 days per week off Primary Responsibilities -

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
• Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Maintains up-to-date industry technical knowledge.'
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects. Skills Required-
• Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred
• High level of Customer Service attitude and aptitude.
• Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies.
• Understanding and ability to execute SQL queries and commands.
• Experience working with an Incident Management System.
• Strong communication skills including oral, written, and customer approach.'
• Strong knowledge of hardware and software components.
• Strong Time Management Skills.
• Strong understanding of Microsoft Windows and SQL servers.
• Experience in a Technical Support environment.
• Self-motivated and the ability to work independently. Education: Degree/PG in Computer Science or Engineering OR Equivalent What’s in it for you/Benefits of working with us:
• Competitive Salary
• Hybrid work culture
• Flexible work timings
• Family Group Medical Health Insurance / Group Accidental Insurance
• Leave encashments (Gross, not just base salary)
• Regular Fun and Sports activities / Birthday/Anniversary Celebrations
• Other benefits like Gratuity, PF/VPF, maternity, etc.