As a Junior L1 Support Engineer, you will resolve customer Tier 1 and Tier 2 issues, document solutions, and collaborate for improvements.
Foxit is remaking the way the world interacts with documents through advanced PDF technology and tools. We are a leading global software provider of fast, affordable, and secure PDF solutions that are used by millions of people worldwide. Winner of numerous awards, Foxit has customers in more than 200 countries and global operations. We have a complete product line and an exciting and aggressive development schedule. Our proven PDF technology is disrupting the status quo establishment and has accelerated our company growth. We are proud to list as customers Google, Amazon, and NASDAQ, and with your skills and help, we plan to add many more. Foxit has offices all over the world, including locations in the US, Asia, Europe, and Australia.
For more information, please visit https://www.foxit.com.
About the Role:
Foxit, a leading provider of innovative PDF products and services, is seeking a skilled Junior L1 India Support Engineer to join our team. In this role, you will handle Level 1 product issues, troubleshoot and resolve customer problems, and collaborate with our product teams for continuous improvement.
Working Hours:
Willing to work rotational shift 24*7 on weekdays and weekends (mandatory)
Responsibilities: ·
Work directly with customers to troubleshoot, recreate, and resolve Tier 1 and Tier 2 level issues related to products
Document and review solutions to common questions and problems
Update the ticket tracking system to provide the accurate and current status of support issues
Escalate issues to the product/developer team and help with product improvement
Ability to serve as an escalation point for the Customer Success team and other key stakeholders
Suggest and implement improvements to workflow, tools, and general policies to improve the overall quality and efficiency
Able to handle multiple tasks at the same time i.e. Chats, emails, calls
Qualifications: ·
1+ years of proven experiences in providing technical support
Bachelor's degree in computers or relevant field
Having worked for a software support is a plus but not mandatory
Great Communications skills
SaaS experience a plus
Experience with Salesforce & JIRA is a plus
Ability to work independently and as part of a team
If you’re passionate about customer support and driven to solve problems, join the team that’s shaping the future of PDF technology worldwide.
Top Skills
JIRA
Salesforce
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