Technical Support Engineer

Zoho is one of the world's most prolific software companies. With 55+ applications in nearly every major business category, including sales, marketing, customer service, accounting and back office operations, and an array of productivity and collaboration tools built from the ground up, Zoho has the depth and breadth to solve even the most complex business challenges.

With more than 130 million+ users and over 18,000 employees across the globe, hundreds of thousands of companies rely on Zoho, every day to run their businesses, including Zoho itself. With 29 years of being private, bootstrapped and profitable, we understand what it takes to run a sustainable, resilient business.

Role - Technical Support Engineer

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 communication skills.
• Must be fluent in Hindi.
• 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, Calls and Live chat.
• Must have 3-5 years of experience as a Technical Support Engineer.
• Basic knowledge of Networking and Cloud Computing.