Our Company: Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated offshore software development teams in India. For the past 15+ years, Braves has been building Software Engineering, Game Development, and Customer Success teams for clients across the US and Australia. For more information, you can visit https://www.bravestechnologies.com/ Our Culture: We are a team focused on high performance, high delivery, diverse thinking, and embodying a collaborative culture at all levels. We value and encourage learning throughout the organization. Every employee at Braves understands ownership and fulfills what is required. We align a perfect work-life balance. Work Location: Pune (Remote) Work shift: Rotational with 2 days per week off Primary Responsibilities - • Acts as a customer advocate, responsible for resolving customer requests both internally and externally. • Responsible for handling Customer incidents/requests for technical assistance via phone or electronically. • Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake. • Diagnosis and resolution of Customer hardware and software issues. • Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments. • Identifies customer issues, finds solutions, or proceeds with the escalation process to another department. • Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration • Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process. • Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner. • Proactively works with clients to ensure system uptime and optimal use of system functionality. • Maintains a positive customer service attitude. • Develops technical documentation, FAQs, and maintains a knowledge database. • Maintains up-to-date industry technical knowledge.' • Actively participates in Team Meetings and provides training to others on the team as knowledge is developed. • Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives. • Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects. Skills Required- • Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred • High level of Customer Service attitude and aptitude. • Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies. • Understanding and ability to execute SQL queries and commands. • Experience working with an Incident Management System. • Strong communication skills including oral, written, and customer approach.' • Strong knowledge of hardware and software components. • Strong Time Management Skills. • Strong understanding of Microsoft Windows and SQL servers. • Experience in a Technical Support environment. • Self-motivated and the ability to work independently. Education: Degree/PG in Computer Science or Engineering OR Equivalent What’s in it for you/Benefits of working with us: • Competitive Salary • Hybrid work culture • Flexible work timings • Family Group Medical Health Insurance / Group Accidental Insurance • Leave encashments (Gross, not just base salary) • Regular Fun and Sports activities / Birthday/Anniversary Celebrations • Other benefits like Gratuity, PF/VPF, maternity, etc.