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Customer Care

Tech Support Analyst

  • Contract Type: Full-Time
  • Location: Noida, India (201301)

About

Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

Today, more than 80,000 customers around the world count on Sendinblue to power their sales and marketing engines, with more than 100 million emails sent every day from our platform.

We have a team of 250 employees representing over 25 nationalities spread across four offices located in Paris, Berlin, Delhi, and Seattle. This diversity is one of our greatest strengths, creating an environment that geared towards learning and collaboration to find the best solution to any problem.

At Sendinblue, you’ll find:
=> A culture based on caring, transparency, challenges, and strong collaboration
=> A progressive and happy working environment
=> International team building events (last year was in Greece)
=> A state-of-the-art office in the heart of Paris

Job Description

  • Receiving incoming calls/ emails/ chat from customers, answer technical queries of clients using technical terminologies and creates incident record or updates existing record.
  • Should be very clear in his/ her technical answers/ replies to clients and at times explain aspects in simpler manner to non-tech clients using technical terminologies.
  • Establish sound understanding of SaaS based Product and its platform and will be required to test APIs, and understand an entry in Database etc.
  • Though the role is Technical Support but it does not involve Software Development. • Provide customers with outstanding technical customer experience and customer delight.
  • Ensure effective documentation of customer technical issues and share daily reports.
  • Providing E-Mail Technical Help Desk Services support End Users across the globe.
  • Awareness of basic APIs/ Database/ networking concepts and technologies.
  • Understanding of operating systems, Browser Support - Internet Explorer.
  • Skilled in commercially standard software applications and major desktop operating systems.
  • Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and / or more complex problems, and resolve routing and customer problems all within set criteria.
  • Customer Service Skills.

Preferred Experience

  • BE/ B.Tech/ MCA with 4+ Year Technical support experience across SaaS Software Product problem determination, creativity and analysis as faced by clients.
  • Previous experience of providing Technical Support in a Software Product based company.
  • Excellent Communications and presentation skills with ability to consolidate and analyze data coordinate with Engineering Team and Clients.
  • User level familiarity with e-mail client like Outlook, Notes etc.
  • Ability to understand the software platform of the company and reply appropriately to clients on their technical quires.
  • Excellent English communication and emailing skills.

Recruitment Process

Interview process consists of 4 rounds:

  • HR Interview
  • Technical Interview
  • Final Techno-functional Interview
  • Final HR Interview

Additional Information

  • Contract Type: Full-Time
  • Location: Noida, India (201301)
  • Education Level: BTEC First Diploma
  • Experience: > 2 years