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Open nowPosted 90 days ago

Technical Support Engineer - II

AllCloud4 open roles

Where
Hyderabad
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Your applicationOpen nowTechnical Support Engineer - IIAllCloud · Hyderabad

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 90 days ago

The posting

JOB DESCRIPTION – TECHNICAL SUPPORT ENGINEER II

Role - Technical Support Engineer - II

Experience - 2 - 4 yrs

Department - Customer Excellence

Location - Hyderabad

About the Organization:

Allcloud is a Tech-Fin, an enabler for Fin-Techs. We build innovative Unified Lending technology for Banks and Financial Institutions to help them scale. Based in Hyderabad, India, we are a growing ISO 27001-certified company with 500+ Clients across Asia and Africa.

Having worked with 500+ Lenders across multiple geographies for 10 + years, we have built expertise in Industry Best Practices for Lending. Our domain-specific solution can help lenders manage multiple loan products on a single unified platform.

www.allcloud.in

Responsibilities:

  • Handle complex and escalated technical issues from customers, investigating problems, identifying root causes, and implementing timely solutions. Communicate professionally and empathetically with customers, understanding their needs, and providing clear explanations of technical issues and resolutions. Supervise and mentor the technical support team, conducting regular performance evaluations, providing feedback, and fostering a positive and motivated work environment. Contribute to the creation and maintenance of a comprehensive knowledge base for technical support queries, enabling efficient issue resolution and knowledge sharing within the team. Continuously assess and improve technical support processes, workflows, and tools to enhance overall efficiency and customer satisfaction. Collaborate with other departments, such as engineering and product development, to manage and escalate critical technical issues that require specialized attention. Identify training needs within the team and coordinate technical training sessions to ensure the support staff is well-equipped to handle customer inquiries effectively. Monitor and analyze technical support metrics, prepare reports on key performance indicators (KPIs) and present findings to senior management. Proactively gather and analyze customer feedback, seeking opportunities for service improvements and advocating for the customer's perspective within the organization. Stay up to date with the company's products, services, and industry trends to provide accurate and relevant information to customers and the support team.

Qualifications:

  • Bachelor's degree in a relevant technical field or equivalent practical experience. Familiarity with ZOHO Desk CRM, Microsoft Excel, Azure Dev Ops, Microsoft Share point, generating reports and sharing insights. Previous experience in technical customer support, with a track record of handling complex technical issues and providing exceptional customer service. Excellent problem-solving and troubleshooting skills, combined with a methodical approach to issue resolution. Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical customers in a clear and understandable manner. Experience with customer support tools, ticketing systems, and knowledge base platforms. Fluency in Hindi & English is a must. Ability to work under pressure in a fast-paced environment and handle multiple priorities simultaneously. Customer-centric mindset, with a focus on delivering a positive customer experience and building strong customer relationships. Strong analytical skills for tracking and reporting on support performance metrics. Leadership certifications or training are a plus.
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