LeadSquared - Product Support Engineer (3-6 Yrs) Bangalore (Others)

Roles & Responsibilities : - Taking ownership of customer issues reported and seeing problems through to resolution.
-Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared.
-Ask customers targeted questions to quickly understand the root of the problem.
-Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution.
-Onboarding new customers: Providing Admin and User trainings etc. (over web and in-person).
-Talk clients through a series of actions, either via phone, email or chat, until they- ve solved a technical issue.
-Work closely with technical teams to enhance the quality of existing products.
-Manage and monitor customers- expectations.
-Help in keeping customers extremely satisfied and thereby contributing to customer retention. Key Requirements : - Tier 2 customer support experience - supporting web-based software platforms SaaS - Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
-Fair knowledge of API, Webhooks, Connectors.
-Good to have understanding on at least one of the programming languages (PHP, Java, Python).
-Operational support experience - ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.
-Excellent problem-solving, strong written & verbal communication and documentation skills - Obsessed with customer support and delighting the customers.
-Contribute in developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.
-Should be willing to work in US time zone.

Required Skills : English