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Technical Support Engineer

Zoek Pin Pakhru-in, Kangra, Himachal Pradesh


Permanent (Full time)

Posted 13 days ago

The Technical Support Engineer is responsible for providing technical support via phone, chat, and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installation, upgrades and network related problems. The Technical Support Engineer will be working in a dynamic environment and must have the ability to provide a unique, outstanding customer service experience. RESPONSIBILITIES Undergo training to support DigiCert products and services Provide telephone, email and live chat based support Manage your workload to ensure all customer issues are handled and resolved in a timely manner Cross-functional collaboration to disseminate information in a clear manner to all audiences Ability to effectively prioritize and execute tasks in a high-pressure environment Analyze complex customer issues to identify problem area(s) and recommend and take corrective action Provide superior customer service and build successful long-term customer relationship Work closely with management to provide valuable input to improve the product's vision and to make DigiCert customers successful Develop common question and answer documentation to be included in DigiCert's Knowledge Base Demonstrate ability to accurately gather information and document customer issues through the CRM tool Actively support achievement of team goals, objectives and compliance within SLA Achieve and maintain high levels of customer satisfaction You must also serve in a trusted role capacity as a Registration Officer which is relevant to your system access privileges You may also assist with the issuance process for the products we provide to our customers, for example research customer organizations and verify organization contact details online. You may be required to work on weekends and/or join an on-call roster. Other duties as assigned. REQUIREMENTS Develops resolutions to problems of limited scope. Follows standard practices and procedures. Strong interpersonal skills Excellent written and oral communication skills Proficient knowledge of Microsoft Windows XP, 7, 8 and 10 Understanding of Linux and Windows Server / Active Directory Good knowledge of networking and TCP/IP networks Working knowledge of programming/scripting languages Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint Understanding of PKI, SSL, HTML, DNS, S/MIME, SMTP, and networking protocols. Must display core values (Respect, Accountability, Passion, Integrity and Drive) in actions and work Possess a positive attitude and outlook Customer-focused and can demonstrate mastery of customer service skills Proven analytical and problem-solving abilities Ability to multi-task with strict attention to detail and accuracy Quickly adapt to new technology and terminology Ability to work individually as well as in a team environment Be proactive, self-directed, detailed and organized in order to take lead of any situation QUALIFICATIONS Higher Education qualification 1 - 3 years technical support in a call center experience interfacing with external clients. Fluent in Japanese and Business level English is preferred Proven track record of meeting goals, receiving team awards

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