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 https://www.bravestechnologies.com/ 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.