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Foxit
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Junior L1 India Support Engineer

Junior L1 India Support Engineer

Foxit

1 - 6 years

3 - 8 Lacs

Noida

Posted:2 days ago| Platform:

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Skills Required

global operations PDF Software support Manager Technology Workflow Customer support JIRA Continuous improvement Technical support Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role:

Foxit, a leading provider of innovative PDF products and services, is seeking a skilled Junior L1 India Support Engineer to join our team. In this role, you will handle Level 1 product issues, troubleshoot and resolve customer problems, and collaborate with our product teams for continuous improvement.

Working Hours:

Willing to work rotational shift 24*7 on weekdays and weekends (mandatory)

Responsibilities:

Work directly with customers to troubleshoot, recreate, and resolve Tier 1 and Tier 2 level issues related to products

Document and review solutions to common questions and problems

Update the ticket tracking system to provide the accurate and current status of support issues

Escalate issues to the product/developer team and help with product improvement

Ability to serve as an escalation point for the Customer Success team and other key stakeholders

Suggest and implement improvements to workflow, tools, and general policies to improve the overall quality and efficiency

Able to handle multiple tasks at the same time i.e. Chats, emails, calls

Qualifications:

1+ years of proven experiences in providing technical support

Bachelors degree in computers or relevant field

Having worked for a software support is a plus but not mandatory

Great Communications skills

SaaS experience a plus

Experience with Salesforce & JIRA is a plus

Ability to work independently and as part of a team

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Junior L1 India Support Engineer