Candidate should have minimum 2 years of experience in Tech Support/ L2 profile
Knowledge about API methods (GET/ POST/ PUT/ DELETE) and HTTP response codes (2XX, 4XX, 5XX)
Knowledge of Databases (MySQL/ MS SQL/ Oracle, Mongo would be preferred)
Knowledge of JSON/ XML
Good to have knowledge of anyone monitoring tool
Good to have knowledge on Plugins
Knowledge of any web developer tool (Inspect element)
Knowledge of basic terminal commands (like cd, grep, cat mv, rm, etc)
Excellence in bug troubleshooting, KPIs & SLA management
Job Responsibility-
Analyze and fix technical issues reported by the Customer Care Team (Level 1)
Set and monitor the SLAs (response time, quality of the answers, etc)
Provide the right tools and create the process to ensure the best quality tech support
Work with the Technical Managers and the Product Owners to categorize and prioritize the tech tickets
Work with the tech team to track the status of product fixes, and feature requests, and provide consolidated updates to the customers
Actively work with the other Tech Support Team members, discuss the feedback and drive improvements in the current process
Interview Process:
Mettl Test: 30 Mins
2 Technical Virtual Interview Rounds: 60 mins Each
HR Discussion: 30 mins
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