Job Description

• Bengaluru East, Karnataka, India 

Narvar is growing! As a Technical Support Engineer, you will be the department subject matter expert and will serve as the escalation point in resolving customer complaints and/or complex issues. You’ll work closely with customers, team members, and other departments to serve as a driving force to provide world-class service levels. You’ll help to identify areas of improvement and assist in implementing new troubleshooting methods to provide effective solutions for our clients.

Day-to-day

• Provide high quality support via Zendesk and Zoom calls, helping our customers troubleshoot and resolve any issues that arise
• Maintain high ticket productivity and have a minimal backlog
• Respond to cases in our support ticketing system as per agreed SLA’s and manage a minimal backlog of pending cases while maintaining the quality of support provided
• Maintain a healthy CSAT score aligned to the organizational goal
• Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
• Triage, plan and report common/redundant support ticket trends and work on a plan to mitigate them using customer self serve model
• Take ownership of key projects and successfully follow and execute on the same

What We’re Looking For

• Minimum 5 yrs of hands on support experience with global customers in the product support space
• Ability to work well as a member of a large team spanning multiple cultures and time zones
• Readiness to work in India Night shift (US Day shift) and weekend shift as required
• A self starter and quickly ramp up on the product and independently resolve issues with minimal help
• Proficiency in HTML, CSS, JavaScript
• Knowledge of database tables & SQL
• Fluent in English with excellent listening, verbal and written communication skills
• Excellent critical thinking skills with an ability to find creative solutions
• Highly detail-oriented and focused on quality
• Intermediate to advanced knowledge of Excel required
• Flexibility and agility with changing priorities and responsibilities in a fast paced environment

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!