Technical Support Associate I

About The Job:

• We are looking for smart problem-solvers with exceptional analytical skills who are experienced and motivated to provide excellent service to our customers and partners globally.
• You will get to know the core features of our Workfront product at an expert level.
• The primary responsibility is to handle customer issues related to Workfront products and services over the phone as well as through tickets and chat.
• Technical Support Engineers are required to troubleshoot and test directly with the customer and work cross-functionally and collaboratively to resolve issues to our customers satisfaction.
• You will have the opportunity to improve processes and customer experience by crafting new Knowledge Base (KB) articles about the product whilst sharing insights with colleagues and management.

Essential Job Functions:

• Deliver First Call Resolution by handling customer requests and resolving customer technical and non-technical issues during the first interaction wherever possible.
• Provide a professional and competent standard of phone and online (chat) support for global customers.
• Accurately document all customer interactions in a case tracking database using full written English.
• Communicate and articulate clearly with customers through verbal and written communication.
• Call back customers waiting for follow-up within agreed timelines.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Assess customer sentiment during interactions and proactively escalate issues when required.
• Arrange supervisor intervention when necessary or requested by the customer.
• Manage customer communications with proper etiquette professionalism and timeliness.
• Understand escalation handling procedures and operational targets.
• Understand the business impact of issues and prioritize accordingly.
• Resolve known issues using knowledge bases product guides operating systems and reference materials.
• Resolve undocumented customer issues through advanced problem-solving techniques.
• Understand operating systems web server technologies SaaS technologies databases APIs BI/Reporting and Salesforce concepts related to product usage.
• Report top call drivers critical issues emerging trends feature requests and common inquiries to SMEs and stakeholders.
• Provide regular status updates to support teams and customers within defined SLAs.
• Adhere to the support time-in-tier matrix.
• Escalate issues to higher levels of support when required.
• Provide escalation support for key enterprise customers using appropriate internal and external resources.
• Follow established processes and policies during all customer interactions and escalations.
• Meet performance targets related to case resolution turnaround time open-case aging first contact resolution quality and customer satisfaction.
• Participate in Business Intelligence activities including knowledge base creation blog writing forum responses incident documentation and bug logging.
• Continuously develop technical knowledge and address identified skill gaps.
• Be open to working in a 24x7 environment and supporting any global geography.

Qualifications:
Experience / Qualifications Required

• . / MCA.
• 2 years of Application Support experience in International Technical Support.
• Working knowledge of operating systems including Windows Mac and UNIX.
• Knowledge of Core Java JavaScript HTML and CSS.
• Knowledge of Web Server Technologies and SaaS platforms.
• Understanding of database applications.
• Conceptual understanding of REST APIs and Web Services.
• Experience working in a team environment with diverse workloads.
• Excellent written and verbal communication skills in English with a neutral accent.
• Strong customer service mindset and troubleshooting abilities.
• General cultural awareness and ability to support customers across different regions and geographies.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes and for additional job opportunities please visit Jobs In India VARITE .

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If youre not available or interested in this opportunity please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral Program where youll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

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About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA UK CANADA and INDIA. VARITE is currently a primary and direct vendor to leading corporations in the verticals of Networking Cloud Infrastructure Hardware and Software Digital Marketing and Media Solutions Clinical Diagnostics Utilities Gaming and Entertainment and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race color religion sex sexual orientation gender identity or expression national origin age marital status veteran status or disability status.