Technical Support Engineer

Location: Bangalore, India

About the Job:

As a TS Member, you will be a key member of a Team responsible for Brand Onboarding, providing level-2 technical support and working closely with Engineering teams at Reach for resolving technical issues on the field. You will need to act with a great sense of urgency and solving challenges on the Field.

Responsibilities: 

• Work with Customer Success Teams of Reach and provide Level-2 support.
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Following up with clients to ensure the problem is resolved.
• Interact with Product and Engineering teams in resolving issues reported by Customer Success Team.
• Attend in-person meetings with clients to analyze, troubleshoot and diagnose problems
• To provide continuous feedback on the Product to Product & Engineering team.
• You are expected to quickly learn the technical aspects of our Product and platforms.

 Requirement:

• Bachelor's degree in ComputerScience/ComputerEngineering is preferred.·      
• Willing to dig into problems to find solutions and put customer first in attitude and action.·      
• Proficiency in Windows/Linux/Mac OS
• Experience with remote desktop applications and help desk software
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution 
• Familiarity with Android or iOS Apps testing is added advantage       
• Have a positive outlook and great attitude in Problem Solving       
• Basic coding skills is an added advantage    
• Language Skills: Fluent English is a must
• Written and verbal proficiency

Experience: 3-5 Years 

Location: Bangalore 

Expected Hours:

This requirement is for US daytime as India team supports US operations 24/7. This means the shift timing would be between 6:30 pm IST (or 7:30 pm IST when daylight savings are on in US) to 6:30 am IST (or 7:30 am IST during US daylight savings) for a budgeted 40 hours per week, with approximately 8 hours each day on an average. The person should be flexible to work during these hours, with possibilities of working even between 12 am IST (midnight) to 7:30 am IST. The shift timing can change on a day to day basis, as per the schedules and requirements of the Company

Employment Type:

Full-time 

About Reach Mobile:   

Reach Mobile is a fast-growing start-up with a world-class platform that simplifies network monetization. Our mission is to enable any company to launch services atop any network infrastructure with radical simplicity. Leveraging the power of our platform, Reach also operates a top-rated mobile service “Reach Mobile” in the U.S. that donates 10% of data plan costs to provide life-changing connectivity to women and students in need.