ZOHO | Technical Support Engineers

Job Description

* Answer customer queries about product features and capabilities through phone, e-mail & chat.

* Efficiently troubleshoot technical issues reported by customers and assist them with in-product

and third party configurations.

* Take ownership of the unresolved cases and coordinate with internal teams to ensure prompt

resolution.

* Work closely with the Engineering and Product Management teams to escalate critical issues and

provide suggestions for product enhancement.

* Coordinate with various internal teams during an incident, communicate the status effectively till

resolution.

* Consistently meet SLA and other key performance metrics.

Requirements:

* Excellent verbal and written English communication skills

* Attention to detail and a strong desire to learn

* Willingness to work in night shifts and weekend shifts either permanently or on a rotational basis

* Should be flexible with all modes of Support – Email, Live chat and Calls

* Experience in Technical Support Engineer / Customer Success Specialist with an Email Service Provider OR Email Security Software Vendor OR Domain Hosting Provider would be an added advantage.

* Basic knowledge of Networking and Active Directory.