Zibtek is a global leader in software development, providing cutting-edge solutions to clients across diverse industries. Our team is passionate about delivering exceptional value through technology, and we’re looking for a talented Content Creator to join our Bangalore office. The ideal candidate will have excellent writing skills, a passion for storytelling, and a creative mindset to help us elevate our brand’s voice.
Zibtek is looking for a skilled Application Support Engineer with 2 years of experience in providing chat and call support to clients based in North America and Canada. The ideal candidate will be responsible for troubleshooting application issues, providing technical support, and ensuring smooth resolution of client queries. This role requires strong communication skills, technical problem-solving abilities, and a customer-centric approach.
1. Application Support:
- Provide first-line technical support to customers via chat, call, and email.
- Troubleshoot and resolve application-related issues in a timely manner.
- Assist clients with technical inquiries, software navigation, and product functionality.
- Escalate unresolved issues to the development or higher support team as necessary.
2. Customer Interaction:
- Handle inbound and outbound calls/chats with North America and Canada clients.
- Ensure high levels of customer satisfaction by providing timely and effective support.
- Follow up with clients to ensure their issues are resolved completely.
3. Documentation:
- Document all client interactions, reported issues, and troubleshooting steps taken.
- Prepare and maintain knowledge base articles for frequently encountered issues.
- Ensure accurate record-keeping of support tickets and their resolution status.
4. Process Adherence:
- Follow standard operating procedures (SOPs) for handling support requests.
- Prepare and maintain knowledge base articles for frequently encountered issues.
- Adhere to the company's service level agreements (SLAs) and response time.
- Collaborate with internal teams to ensure seamless service delivery.
5. Technical Expertise:
- Understand and troubleshoot application errors, performance issues, and configuration settings.
- Coordinate with internal teams for bug fixes, updates, or patch deployments.
- Stay updated with new product features, releases, and updates.
- Bachelor's degree in Computer Science or related field
- 2 years of experience in providing chat and call support to international clients (preferably North America & Canada).
- Strong troubleshooting skills in application support.
- Excellent verbal and written communication skills.
- Ability to handle high-pressure situations and manage multiple support tickets simultaneously.
- Experience working in a night shift or rotational shift to support international clients.
- Knowledge of basic technical details of cybersecurity software
- An opportunity to work in a dynamic and innovative environment with a focus on cutting-edge technologies.
- Exposure to a diverse set of projects and industries, enabling personal and professional growth.
- Competitive salary.
- A collaborative team that values creativity, initiative, and excellence.
