Description
At Keywords Studios, we are using our passion for games, technology and media to create a global services platform for the video games and entertainment industries.
As a Technical Support Engineer 1, you will act as the professional face of Helpshift, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.
Responsibilities:
- Guide customers on various topics, from dashboard training to SDK integration troubleshooting.
- Manage and prioritize your queue of support issues, responding promptly to customer submissions.
- Stay informed about current features and bugs, filing tickets when needed for internal teams.
- Evaluate feature requests and escalate them to the Product team when appropriate.
- Debug customer issues by reproducing them, gathering critical details for escalation, and performing QA tests when required.
- Create and document solutions, best practices, and templated responses to enhance internal and external resources.
- File bugs in JIRA, provide updates across time zones, and collaborate internally to resolve issues effectively.
- Analyse crash logs, scripts, and API configurations to identify patterns and escalate issues to developers.
- Identify sales opportunities or billing issues and escalate them to Sales, Success, or Finance teams.
- Write scripts and tools to handle customer data requests efficiently.
Requirements:
- Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience.
- Technical Skills: Familiarity with REST APIs and scripting in Python or JAVA, Basic knowledge of SQL.
- Time Management: Strong ability to juggle and prioritize multiple tasks independently.
- Communication: Professional business writing skills to provide clear, detailed responses and escalate issues when necessary.
- Process-Oriented: A proactive problem-solver who suggests and implements process improvements.
- Education: Bachelor’s degree in Computer Science or equivalent technical and professional experience.
Benefits:
- Hybrid setup
- Family Medical Insurance Cover
- Life Insurance
- Daily Meals
- onsite
- Reimbursable Flexible Benefit