Mirabel Technologies - Technical Support Engineer (2-4 Yrs) Hyderabad (Others)

JD : - Deliver service and support to end-users using and operating our software through Tickets, Chat and emails.
-Proven working experience in enterprise technical support, IT support or as a technical engineer - Gather customers information and determine the issue by evaluating and analyzing the symptoms.
-Good in analytical thinking and problem solving, working knowledge of MS-Office - Responding to Issues/Tickets in a timely fashion.
-Research required information using available resources.
-Follow standard processes and procedures.
-Identify and escalate priority issues per Client specifications.
-Redirect problems to appropriate Stake Holders/resource.
-Offer alternative solutions where appropriate with the objective of retaining customers and clients business.
-Follow up with customers where necessary.
-Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams - Maintains client confidence and protects operations by keeping information confidential.
-Contributes to team effort by accomplishing related results as needed.
-Stay current with Tech Support Process information, changes and updates.
-Excellent communication skills (written and verbal) may be with a British or American accent - Strong phone calls handling skills and active listening - Ability to multi-task, priorities, and manage time effectively - Comfortable to work in different Shifts - Chat handling capabilities - Identifies opportunities for process improvements for direct team Skill set required : a) Skilled to handle incident management desk d) Strong in MS Office including MS excel & PowerPoint c) Prior experience of Chat, Customer service, Technical support in the industry will be preferred d) Excellent analytical capability e) Should be highly proactive f) Excellent communication skills ( Written and Spoken ) g) Strong Leadership skills h) Strong Team handling skills i) Strong multi-tasking abilities j) Strong conflict/ issue resolution skills k) Excellent inter-personal skills

Required Skills : English