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Technical Support Associate
About the Company
Job Description
| Company Name | HackerEarth |
|---|---|
| Role | Technical Support Associate |
| Location | Bengaluru, Karnataka, India |
| Salary | |
| Job Type | Full-Time |
Responsibilities
- Customer Issue Resolution: Provide timely and effective responses to user inquiries received through various communication channels, including email, chat, and telephone. Thoroughly investigate and diagnose platform-related problems and offer appropriate solutions, workarounds, or guidance.
- Technical Troubleshooting: Leverage a comprehensive understanding of platform functionality to assist users in resolving technical impediments and optimizing their experience.
- Ticket Management: Accurately log and meticulously track customer issues utilizing designated support tools. Ensure consistent follow-up on open tickets and provide detailed updates. Escalate complex or critical issues to the appropriate internal teams, furnishing comprehensive context and supporting information.
- Documentation and Reporting: Actively maintain and expand the internal knowledge base by contributing relevant documentation. This aims to minimize the recurrence of common inquiries and streamline future support efforts. Proactively identify and share insightful trends and patterns with the broader support team to foster continuous improvement.
- Cross-functional Collaboration: Engage in close collaboration with teams across Content, Engineering, Product, and Quality Assurance departments to facilitate the resolution of critical issues and enhance overall support readiness and effectiveness.
- Shift & Schedule Management: Maintain availability to work rotational shifts, which may include night and weekend assignments, to ensure adequate coverage and responsiveness.
- Additional Tasks: Undertake any other support-related duties and responsibilities as assigned by the manager or members of the leadership team, based on evolving business needs.
Qualifications
- Fundamental knowledge of web application technologies, Software as a Service (SaaS) platforms, and online assessment instruments.
- Demonstrated proficiency in troubleshooting and problem resolution methodologies.
- Excellent written and verbal communication abilities, characterized by clarity and effectiveness.
- Familiarity with Customer Relationship Management (CRM) systems and/or ticketing systems; advantageous, but not obligatory.
- Technical capabilities encompassing database management and querying utilizing SQL, basic operating system principles, and Bash scripting.
Skills
ATS Keywords
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Frequently Asked Questions
This role requires working rotational shifts, including nights and weekends, to ensure adequate coverage and responsiveness. You’ll need to be flexible to meet business demands.
The ideal candidate will have a fundamental knowledge of web application technologies, SaaS platforms, database management and querying utilizing SQL, basic operating system principles, and Bash scripting.
A Bachelor’s Degree in any field is required. Computer Science, Information Technology, or Engineering degrees are preferred.
Familiarity with Customer Relationship Management (CRM) systems and/or ticketing systems is advantageous, but not obligatory.
Other Information
Experience Required: 0–6 Months
Educational Qualification: Bachelor’s Degree in any field; Computer Science, Information Technology, or Engineering degrees are preferred.
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How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
- Fill Out the Application: On the official website, fill out the application form with the provided information.
- Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
- Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.
