Technical Support Intern

Job Description

About the role:

As a Technical Support Engineer Intern, you will be responsible to represent HyperVerge and communicate with enterprise customers via telephone, or email for technical/general issues faced by them. To ensure that customer queries are resolved within the SLA and that customers are informed periodically about the status of issues faced by them.

OUTCOMES EXPECTED:

1. Customer Support

• Be the face of HyperVerge for Enterprise Customers on technical support. Ensure that their queries are responded to and resolved within the SLA

• Regularly update the customers on queries raised by them with an objective of keeping them informed about the state

2. Issue Management

• Manage the life cycle of the issues reported by Customers through basic diagnosis, documentation of diagnosis and routing of the problem to relevant team

• Act like a representative of the Customer following up with the internal teams to ensure that the issues are resolved within the committed timeline

• Ensure Issue Resolution Dates are within internal SLA. If not, escalate it to the right team member as per internal Escalation Policies

3. Product Understanding:

• Develop an in-depth understanding of HyperVerge's product and technology by troubleshooting, reproducing and determining the root cause for customer reported issues

• Work closely with Product and Engineering teams to find ways to improve the product

• Understand customer challenges and advocate for their needs with cross-functional teams like product management or software engineering

4. Support Process Improvement

• Constantly aim to make the Support Process more efficient by automating regularly performed mundane task

• Work with Product Team for creation and maintenance of the Issues Run Sheet so as to make resolution of future issues more efficient

• Document each and every issue faced by the Customers with the aim of creating a Knowledge Base for future use

• Document troubleshooting and problem resolution steps

Requirements

1. Engineering Graduate from CS/IT

2. Excellent written and verbal communication via phone, email and in-person meetings

3. Good interpersonal skills

4. Willingness to learn new technologies

5. Good to have - Knows programming in at least 1 popular Programming language (Java, JavaScript, Python, etc)