Technical Support Engineer

Job content

Job Requirements

Job Description: Technical Support Engineer at Phenom People

Company Overview

Phenom People is a leading global provider of talent experience management software. Our innovative platform helps companies attract, engage, and retain top talent by providing a personalized and seamless experience for candidates and employees. We are a fast-growing company with a dynamic and diverse team, and we are looking for a Technical Support Engineer to join our Customer Support department in Visakhapatnam, Andhra Pradesh, India.

Job Title: Technical Support Engineer

Job Type: Full-Time

Job Category: Customer Support

Department: Customer Support

Location: Visakhapatnam, Andhra Pradesh, India

Additional Parameters

• Bachelor’s degree in Computer Science or related field
• 2+ years of experience in technical support or a related field
• Strong communication and problem-solving skills
• Knowledge of HTML, CSS, and JavaScript
• Experience with customer support software and ticketing systems
• Ability to work in a fast-paced and dynamic environment
• Willingness to work flexible hours, including weekends and holidays if needed
  
  

Job Summary

As a Technical Support Engineer at Phenom People, you will be responsible for providing technical support to our clients and ensuring their satisfaction with our products. You will work closely with our Customer Success and Product teams to troubleshoot and resolve technical issues, as well as provide guidance and training to our clients on how to use our software effectively.

Key Responsibilities

• Respond to customer inquiries and technical issues via email, phone, and chat in a timely and professional manner
• Troubleshoot and resolve technical issues related to our software, including but not limited to HTML, CSS, and JavaScript
• Collaborate with our Product team to identify and escalate bugs and feature requests
• Provide training and guidance to clients on how to use our software and its features
• Maintain accurate and detailed records of customer interactions and technical issues in our ticketing system
• Continuously improve and update our knowledge base and support documentation
• Participate in on-call rotation for after-hours support if needed
  
  

Qualifications

• Bachelor’s degree in Computer Science or related field
• 2+ years of experience in technical support or a related field
• Strong communication and problem-solving skills
• Knowledge of HTML, CSS, and JavaScript
• Experience with customer support software and ticketing systems
• Ability to work in a fast-paced and dynamic environment
• Willingness to work flexible hours, including weekends and holidays if needed
  
  

We Offer

• Competitive salary and benefits package
• Opportunities for growth and career development
• A dynamic and diverse work environment
• Flexible work hours and remote work options
• A supportive and collaborative team culture
  
  

If you are passionate about technology and providing exceptional customer support, we want to hear from you! Apply now to join our team at Phenom People as a Technical Support Engineer.

Work Experience

What You’ve Done

Role

Every Phenom People Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

• Education B.Tech/BE/MCA degree in Computer Science or equivalent technical or quantitative degrees required, advanced degree preferred.
• Experienced 1+ years experience of relevant professional experience with development and Support to achieve operational excellence.
• Highly Technical, Strong understanding of relational databases , non relational databases (MongoDB) ,HTML, Kibana , AWS. Deep understanding of Java based application, SaaS software and administration, including troubleshooting experience with Web based applications .
• Good understanding of technical trends, SaaS based software application architectures and highly motivated to know more about latest technologies and new software products.
• Team player with good communication skills and interpersonal skills. Responsible for interacting with business partners to identify information needs and business/technical requirements for reports.
• Successfully conveys complex concepts and information to a broad audience
• Understanding our platform, technologies (including frontend and backend architecture) and troubleshooting for customer adoption challenges.
• Own and resolve all issues with a high standard of professionalism. Effectively communicate with customers via email and conference calls to find solutions for technically and functionally complex problems.
• Solve problems (at different levels), involving broad, in-depth product knowledge or in-depth product specialty; this may include support and knowledge of other products.
• A natural problem solver that applies in-depth troubleshooting and debugging skills. Reproduce issue, triaging and debugging code and engaging effectively with step by step instructions to reproduce the issue and findings to avoid future similar problems.
• Manage customers’ expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively.
  
  

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!
  
  

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!