Technical Support Executive

About the Company:

ZaranTech is an Edtech company and we provide Individual and corporate/group training in SAP, Workday, Cloud Technologies, DevOps, Salesforce, Oracle, Management certifications, and many more. And help IT professionals upskill. We are a USA-based firm with an offshore office in Bangalore, India

Key Responsibilities:

Daily resolve Tickets raised by students with a turnaround time of less than 24hrs.

Solve basic common user problems in real-time, including software functionality problems and questions; data communication/internet/networking troubleshooting; installation problems and questions; and OS and browser-related issues.

Escalate top-priority, production-critical issues to the appropriate technical staff. Completely involved in troubleshooting technical problems.

Maintain ownership of issues until resolution. Resolve incidents on time as per SLAs.

Take full ownership of customer problems/cases, and monitor for proper and on-time feedback.

Act as the front-line T2 technical contact to interact with customers (business partners and direct customers).

Work closely with the sales/chat coordinators. Follow the visit and escalate for technical or business emergencies.

Try to resolve the case remotely, if you can't resolve it due to complexity, urgency, ability to escalate to the higher team.

Report to your Lead daily about any issues and statuses Qualifications:

Minimum 1 to 5 years of prior experience as a Technical Support executive handling tickets.

Experience no bar for suitable candidates.

Must have good English communication skills.

Must be comfortable in making outgoing calls to resolve issues.

Must be willing to work in Rotational shifts.

Preferred - Prior knowledge of Google Apps (like Gmail, Google Drive, Google Sites) and Zoom. And if you have past experience of working at an Edtech firm.