Are you enthusiastic about Technical support? Are you a team player? Eager to work on latest software technologies? Here is a great opportunity to join Microchip Technology E-Commerce technical team.
Microchip Technology is a multibillion-dollar global semiconductor company. The e-commerce team is industry leading, profitable and well supported within the organization.
We are working on cutting edge technologies, tools and partnering with software vendors to create a world-class client experience that will be unmatched.
As Technical support person, you will be responsible to manage and handle website issues, provide 1st and 2nd level technical support, research problems and work with developers to find root cause.
You will be the primary person for help with ticket communications and co-ordination. You need to create reports and document the solutions.
Make sure all issues are properly logged and managed
Prioritize and manage the issues using the ticketing system
Follow up with customer service team members and business users to ensure the resolution are fully functional
Utilize internal Knowledge base articles and tools to provide accurate 1st level of support
Work with developers and technical managers to resolve complex issues
Escalate unresolved issues to management and follow up
Document technical solutions and create internal knowledge base
Create weekly report of all the open, resolved, unresolved tickets and time taken to resolve
Should have good communication skills
3 to 5 years of software technical support experience
Should have experience handling multiple tickets at a time and co-ordination with multiple users / developers
Should have experience using Microsoft or Equivalent Database Technologies and SQLs
Experience to write SQL queries to understand data issues in database tables
Experience to document the issues and create knowledge base.