Technical Support Engineer

About Us:

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees. Read about us at https:
//aeriestechnology.Com

1. Technical Skills

• Technical Proficiency:
  
• Relevant Experience:
  Candidates should have a solid background in the following technologies and tools;
  networking, advanced operating systems (Windows/MacOs), JavaScript, HTML, CSS, Splunk, Salesforce, Quickbase. Familiarity with cloud platforms (e.G., AWS, Azure), software troubleshooting, network systems, or SaaS products. Tangible troubleshooting experience- not following a script them escalating, deep diving into issues and active troubleshooting
• Certifications:
  (Not required but nice to have) Relevant certifications (e.G., CompTIA, Microsoft Certified Professional, AWS Certified Solutions Architect) are advantageous.
• Problem-Solving Skills:
  Strong analytical skills to troubleshoot and resolve technical issues efficiently.
• Knowledge of Support Tools:
  
• Ticketing Systems:
  Experience with common support ticketing systems (e.G., Salesforce, Zendesk, ServiceNow, Jira).
• Remote Support Tools:
  Familiarity with remote desktop and support tools (e.G., Microsoft Teams,TeamViewer, LogMeIn).

2. Communication Skills

• Language Proficiency:
  
• English Fluency:
  Excellent command of English, including both written and verbal communication. This is crucial for interacting with U.S. customers and understanding their needs accurately.
• Accent and Clarity:
  Clear and neutral accent with effective pronunciation to ensure easy comprehension by U.S. customers.
• Customer Service Orientation:
  
• Empathy and Patience:
  Ability to handle customer queries with empathy and patience.
• Conflict Resolution:
  Skills in managing and resolving conflicts or difficult customer interactions.

3. Cultural Fit

• Understanding of U.S. Market:
  
• Cultural Awareness:
  Basic understanding of U.S. cultural nuances and customer expectations to better relate to and support U.S. customers.
• Adaptability:
  Ability to adapt to the U.S. customer service standards and expectations.
• Work Ethic and Attitude:
  
• Proactive Approach:
  Initiative in problem-solving and a proactive attitude toward continuous improvement.
• Team Collaboration:
  Experience working effectively in a team environment, often remotely or in a multi-national context.

4. Experience and Education

• Educational Background:
  
• Relevant Degree:
  A degree in Computer Science, Information Technology, Engineering, or a related field. – Relevant experience of 2-5 years an acceptable substitute
• Experience:
  
• Relevant Industry Experience:
  At least 2-5 years of experience in a technical support role, preferably within a SaaS or tech company.
• Experience with U.S. Clients:
  Prior experience supporting U.S.-based customers or working with international teams can be beneficial.