support engineer

Department: Support

Employment Type: Full Time

Location: India

Description

Shape the Future of Work with Eptura

At Eptura, were not just another tech company—were a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, were redefining workplace innovation and driving success for organizations around the globe.

Job Description

Are you passionate about helping others and thrive in a fast-paced environment? As a Frontline Support Engineer at Eptura, youll be the superhero our clients need, providing exceptional support through phone, email, and in-app communication channels. Youll become a master of our software and a guru of our clients needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact.

Responsibilities

• Passionate Support: Be the enthusiastic voice of Eptura, delivering best-in-class global customer support.
• Technical Expertise: Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism.
• Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds.
• Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction.
• Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers.
• Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch.
• Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings.
• Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes.
• Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback.
• Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members.
  
  

• Outstanding Customer Service Skills: A genuine passion for helping others and delivering exceptional service.
• Excellent Communication: Stellar verbal and written communication skills with both technical and non-technical individuals.
• Relationship Builder: Ability to establish and maintain strong working relationships with internal, partner, and customer personnel.
• Technical Prowess: Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail.
• Tech Savvy: Proficiency in using personal computers and related software applications.
• Continuous Learner: Eager to take on new challenges and continually learn about applications and technology.
• Self-Motivated: Ability to manage time effectively and stay organized.
• Process Knowledge: Understanding of the software development lifecycle and end-user support processes.
• Experience: 1+ years of experience in client support is desired.
  
  

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program
  
  

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.