Customer Success Engineer

MindTickle

Pune, IN / Maharashtra, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/05/2021
  • Website: mindtickle.com
  • Company Address: 115 Sansome Street Suite 700, San Francisco, CA, 94104

About MindTickle

MindTickle provides a comprehensive, data-driven solution for sales readiness and enablement that fuels revenue growth and brand affinity.

Job Description

MindTickle is world's leading SAAS platform for sales readiness founded in 2011 by graduates of IITs, ISB & Stanford. Today, our rapidly growing team consists of 350+ people working from Pune & California.
 
We are proud to be one of the very few category-defining Indian companies that has made a global mark. In addition, we are funded by top Silicon Valley investors, like – Canaan partners, NEA, Accel partners and Jyoti Bansal (founder, AppDynamics).
 
We are looking for a bright Technical Support Engineer to provide enterprise level assistance to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities

    • Taking ownership of customer issues reported and seeing problems through to resolution
    • Conducting product walk through and providing resolutions to customers queries on the MindTickle product
    • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    • Provide prompt and accurate feedback to customers
    • Ensure proper recording and closure of all issues
    • Prepare accurate and timely reports
    • Document knowledge in the form of knowledge base tech notes and articles

Requirements

    • Good in problem analysis, troubleshooting, requirement analysis
    • Solid verbal, written, presentation and interpersonal communication skills
    • Fast learner and can pick up new technologies
    • Capable of working on a cross-functional team to solve business & tech problems
    • Willing to work in US shift.
    • Ability to make complex technical matters easy-to understand even for non-technical people
    • Highly driven individual with an execution focus and a strong sense of urgency
    • Self-directed and resourceful / entrepreneurial experience and attitude
    • High level of enthusiasm about helping and serving clients, strongly customer and solution oriented personality
    • Handle details accurately and in a timely manner

Good to have

    • 2+ years experience in Customer Support within an enterprise software organization
    • Knowledge of SaaS business model, SaaS technologies, and related applications
    • Knowledge with web development technologies (JavaScript, HTML, CSS) a big plus
    • Proven time management skills in a dynamic support environment
    • A background in engineering or support
 
 
Our Culture
 
As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks, such as:
 
Annual workation - when the whole team travels to a hill station and works remotely.
All meals catered at office; fully stocked pantry; sleeping rooms.
Sponsorship for relevant conferences & professional events.
 
But what we enjoy the most about working here is probably the work itself and our colleagues. Check out our glassdoor page (4.9/5) to see why our employees love us.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.