Foxit is remaking the way the world interacts with documents through advanced PDF technology and tools. We are a leading global software provider of fast, affordable, and secure PDF solutions that are used by millions of people worldwide. Winner of numerous awards, Foxit has customers in more than 200 countries and global operations. We have a complete product line and an exciting and aggressive development schedule. Our proven PDF technology is disrupting the status quo establishment and has accelerated our company growth. We are proud to list as customers Google, Amazon, and NASDAQ, and with your skills and help, we plan to add many more. Foxit has offices all over the world, including locations in the US, Asia, Europe, and Australia. For more information, please visit https://www.foxit.com.
About the Role:
Foxit, a leading provider of innovative PDF products and services, is seeking a skilled L1 India Support Engineer to join our team. In this role, you will handle Level 1 and Level 2 product issues, troubleshoot and resolve customer problems, and collaborate with our product teams for continuous improvement.
Working Hours: Willing to work rotational shift 24*7 (Including weekdays and weekends)
Key Responsibilities:
· Work directly with customers to troubleshoot, recreate, and resolve Tier 1 and Tier 2 level issues related to products
· Document and review solutions to common questions and problems
· Update the ticket tracking system to provide the accurate and current status of support issues
· Escalate issues to the product/developer team and help with product improvement
· Ability to serve as an escalation point for the Customer Success team and other key stakeholders
· Suggest and implement improvements to workflow, tools, and general policies to improve the overall quality and efficiency
· Able to handle multiple tasks at the same time i.e. Chats, emails, calls
Qualifications:
· Experience with providing technical support for the software is plus but not mandatory,
· SaaS experience a plus
· Experience with Salesforce & JIRA is a plus
· Ability to work independently and as part of a team
· Ability to work with an international team and across the globe with NA & EU regions
· Ability to prioritize issues or tasks based on severity and urgency
· Exceptional customer service skills, including strong written and oral communication
· Strong interpersonal and organizational skills
Top Skills
What We Do
Foxit is a leading software provider of fast, affordable and secure PDF solutions. Businesses and consumers increase productivity by using Foxit's cost effective products to securely work with PDF documents and forms. Foxit is the #1 pre-installed PDF software, shipped on one-third of all new Windows PCs, including those from HP®, Acer, and ASUS®.
Foxit's Software Development Kits (SDKs) help developers reduce costs and improve time to market by easily integrating industry leading PDF technology into application workflows. This technology shares the same underlying technology that powers Google's open-source PDFium project.
Winner of numerous awards, Foxit has over 650 million users and has sold to over 425,000 customers, ranging from SMBs to global enterprises, located in more than 200 countries. Since Foxit products are ISO 32000-1/PDF 1.7 standard compliant, they are compatible with your existing PDF documents and forms.
Foxit's Mission
Enabling people to create, collaborate, share, and use documents on any device.
Foxit's Vision
Foxit on every device.
To learn more about Foxit :
- Official Website: https://www.foxit.com
- Facebook: https://www.facebook.com/foxitsoftware
- Twitter: https://twitter.com/foxitsoftware
