Junior L1 India Support Engineer

Junior L1 India Support Engineer

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.

About the Role:

Foxit, a leading provider of innovative PDF products and services, is seeking a skilled Junior L1 India Support Engineer to join our team. In this role, you will handle Level 1 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 on weekdays and weekends (mandatory)

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:

• 1+ years of proven experiences in providing technical support
• Bachelor's degree in computers or relevant field
• Having worked for a software support is a plus but not mandatory
• Great communications skills
• SaaS experience a plus
• Experience with Salesforce & JIRA is a plus
• Ability to work independently and as part of a team

If you're passionate about customer support and driven to solve problems, join the team that's shaping the future of PDF technology worldwide.