Technical Support Engineer

Ascendo.AI is focused on building next generation SaaS products to create modern AI based customer support for the world’s leading B2B companies. We’re looking for a technical support engineer to join the fast growing team.

Prior to Ascendo, our founders have brought industry-changing products to market, SaaS, and exits. Our current customers are equally passionate in driving the next gen change on how experts solve end customer issues. We are a small and close-knit team with a strong belief in work-life balance and flexibility. This position will report to the engineering lead. The role will involve providing named account support along with broader Ascendo product support.

Location: Chennai, India; Work timing will require supporting users from USA and Europe.

Day-to-day responsibilities include:

• Provide support to end users on a variety of issues.
• Identify, research and resolve technical problems.
• Quality check of the entire system on a daily basis
• Ability to create, maintain and execute test plans.
• Respond to telephone calls, email and collaboration tool requests for technical support.
• Document, track and monitor the problem to ensure a timely resolution
• Relies on instructions and pre-established guidelines to perform the functions of the job.

Qualifications / Skills

• May require an associate's degree in a related area and 0-3 years of experience in the field or in a related area
• Has knowledge of commonly-used concepts, practices, and procedures within the software support field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Strong oral and written skills.
• Candidates are expected to have technical knowledge working in any support system, data entry experience and customer service experience
• Adherence to detailed analysis of system performance and track progress of testing.
• Customer Service/ Technical support – understand needs, address their concerns, customer friendly outreach behavior
• Working knowledge of tools (Any Support system, Jira; Knowledge of working with Power BI will be a plus.
• Understand Excel, Word, Access, PowerPoint. & strong process management experience and documentation experience