Technical Support-Tier-2

JOB OVERVIEW:

SalesIntel is looking for an energetic person for Technical Support-Tier-2, preferably someone who has a deep understanding of the integrations and extensive experience in troubleshooting, configuration, and break/fix. A successful candidate will relish the support functioning focusing on major issues or challenges that could not be solved by the first level support. He or she should be extremely detail-oriented and a team player with experience as a support tier 2 engineer as well as in-depth training in troubleshooting. If you are customer-focused, organized, and have the ability to multitask, we want to hear from you.

WHAT YOU WILL DO:

• Provide support and cater to the specific needs of our new and existing customers
• Install and configure integrations
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Respond in timely manner to requests and issues
• Follow incidents through to resolution
• Provide regular updates to customer on their requests
• Test new functionality and work directly with the product team on launches
• Be empathetic and have a “tough skin” when handling customer complaints and issues
• It is imperative that Support Managers have a friendly and helpful demeanor at all times an
  ability to be customer facing via web shares
• Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
• Successfully work with internal partners to identify and address any customer issues
• Provide exceptional customer support and client care
• Ability and willingness to quickly learn new technology and software
• Resolve tier 1 and 2 support tickets and escalate to tier 3

Tasks & KPI’s:

• Provide troubleshooting and support to resolve issues
• Respond to tickets in accordance with SLA guidelines
• Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues

REQUIRED SKILLS & QUALIFICATIONS:

• A Bachelor Degree in any field from a recognized University or equivalent.
• 5+Years of experience in a helpdesk or customer support environment
• 2+Years in a similar role (tier 2 or higher)
• Hands-on experience in Technical Support.
• Excellent written and verbal communication skills
• Strong computer skills
• Required experience with Zendesk
• Experience with Salesforce, Hubspot is a plus
• High attention to detail
• Data-savvy

REPORTING: Chelsea Madden

EMPLOYMENT TYPE: Full-Time

LOCATION: Remote (Pan India)

SHIFT TIMINGS:

• 5 pm to 2 am IST

WHO WE ARE:
SalesIntel is the top revenue intelligence platform on the market. Our combination of automation and researchers allows us to reach 95% data accuracy for all our published contact data, while continuing to scale up our number of contacts. We currently have more than 5 million human-verified contacts, another 70 million plus machine processed contacts, and the highest number of direct dial contacts in the industry. We guarantee our accuracy with our well-trained research team that re-verifies every direct dial number, email, and contact every 90 days. With the most comprehensive contact and company data and our excellent customer service, SalesIntel has the best B2B data available. For more information, please visit– www.salesintel.io

WHAT WE OFFER:
SalesIntel’s workplace is all about diversity. Different countries and cultures are represented in our workforce. We are growing at a fast pace and our work environment is constantly evolving with changing times. We motivate our team to better themselves by offering all the good stuff you’d expect like Holidays, Paid Leaves, Bonuses, Incentives, Medical Policy and company paid Training Programs.

SalesIntel is an Equal Opportunity Employer. We prohibit discrimination and harassment of any type and offer equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.