Think Future TechnologiesTT

Customer Support Representative

Think Future Technologies, also known as TFT, is a leading provider of technology talent and services dedicated to helping enterprises and product companies leverage technology to enhance their effectiveness.

Think Future Technologies

Employee count: 201-500

India only
We are seeking a highly motivated Technical Support professional to join our expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.
Responsibilities:
  • End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then, escalate to the appropriate team.
  • Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone.
  • Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives.
  • Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates and maintain ownership until resolution, and communicate progress to relevant stakeholders.
  • Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders.
  • On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations.
Requirements:
  • A minimum of 2 years of experience in Tier 1-2 technical support roles, with a strong focus on B2B and SaaS (Software as a Service) support
  • Experience with ETL and BI tools such as Tableau
  • Knowledge of SQL scripting (Snowflake, MySQL, Athena)
  • Knowledge of MongoDB
  • Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs.
  • Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.- Advantage.
  • Basic knowledge of troubleshooting performance issues in a distributed microservices environment
  • Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch - Advantage
  • Familiarity with tools like Google AdWords/Analytics is advantageous- Advantage

Soft Skills
  • Excellent verbal and written communication skills in English - Must.
  • Strong problem-solving ability with a customer-first mindset.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Patience and empathy when dealing with complex customer issues.
  • Demonstrated ability to operate in high-pressure, multitasking environments independently.
  • Passion for supporting and helping others.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

India +/- 0 hours

About Think Future Technologies

Learn more about Think Future Technologies and their company culture.

View company profile

Think Future Technologies, also known as TFT, is a leading provider of technology talent and services dedicated to helping enterprises and product companies leverage technology to enhance their effectiveness. Established in 2006 and headquartered in Gurgaon, India, TFT has expanded its services across multiple global geographies, including North America, the Middle East, and Europe. With over 550 skilled engineers, we pride ourselves on our commitment to delivering superior solutions that align with our clients' business goals.

We specialize in a wide array of services, from end-to-end product engineering to offering top engineering talent. TFT is recognized as a CMMI Level 3 service provider, affirming our dedication to quality in service delivery. Our extensive experience of more than 17 years enables us to partner effectively with clients from various industries, driving innovations that result in efficient, secure, and scalable technology solutions. Our approach is comprehensive, catering to the unique needs of startups, established product companies, and enterprises regarding their development and technology requirements.

Claim this profileThink Future Technologies logoTT

Think Future Technologies

View company profile

Similar remote jobs

Here are other jobs you might want to apply for.

View all remote jobs

19 remote jobs at Think Future Technologies

Explore the variety of open remote roles at Think Future Technologies, offering flexible work options across multiple disciplines and skill levels.

View all jobs at Think Future Technologies

Remote companies like Think Future Technologies

Find your next opportunity by exploring profiles of companies that are similar to Think Future Technologies. Compare culture, benefits, and job openings on Himalayas.

View all companies

Find your dream job

Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan