Customer Support Associate

Technical Support Engineer

About Studybase

Studybase is the fastest growing unified technology platform for schools to better support students and their needs, support educators, and improve operations–all with real-time access to meaningful data. Studybase offers school management, learning management, payment solutions, and value add-on in an easy-to-use, flexible and customizable SaaS platform.

Job Description

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.

Type: Full time, Deskjob, Location: Jaipur Timing: +am-6pm Mon-Sat

Responsibilities

➔ Understand Studybase’s Platform and become an expert on each module

➔ Take ownership of customer issues reported and see problems through to resolution

➔ Research, diagnose troubleshoot and identify solutions to resolve customer issues

➔ Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

➔ Provide prompt and accurate feedback to customers

➔ Ensure proper recording and closure of all issues

➔ Prepare accurate and timely reports

➔ Document knowledge in the form of knowledge base tech notes and articles

➔ Follow the SLA for issues with respect to the severity

Requirements

➔ BS degree in Information Technology, Computer Science or equivalent

➔ Proven working experience in enterprise technical support, IT support

➔ Good knowledge of Excel, Databases and Reporting tools

➔ Strong problem-solving skills

➔ Excellent client-facing skills

➔ Excellent written and verbal communication skills