Technical Support Engineer - II

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.