L1 Support Engineer - India - Remote

Overview

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.

In Short

• Handle Level 1 and Level 2 product issues.
• Troubleshoot and resolve customer problems.
• Collaborate with product teams for continuous improvement.
• Work directly with customers to recreate and resolve issues.
• Document and review solutions to common questions.
• Update ticket tracking systems for support issues.
• Serve as an escalation point for the Customer Success team.
• Suggest and implement workflow improvements.
• Handle multiple tasks simultaneously including chats, emails, calls.
• Work rotational shifts 24/7 including weekdays and weekends.

Requirements

• Experience in providing technical support for software is a plus.
• SaaS experience is a plus.
• Experience with Salesforce & JIRA is a plus.
• Ability to work independently and as part of a team.
• Ability to work with international teams.
• Ability to prioritize tasks based on severity and urgency.
• Exceptional customer service skills.
• Strong written and oral communication skills.
• Strong interpersonal and organizational skills.

Benefits

• Opportunity to work with a leading global software provider.
• Dynamic and innovative work environment.
• Potential for career growth and development.
• Work with a diverse international team.