Technical Support Engineer
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Job Description
About the Role
The Technical Support Engineer (TSE) is responsible for providing high-quality technical assistance to international clients through voice and chat channels. This role focuses on diagnosing and resolving technical issues while maintaining high productivity and a multi-chat environment. The ideal candidate will leverage strong communication skills and technical expertise to ensure 100% customer satisfaction in a fast-paced, 24/7 global support setting.
Responsibilities
• TSE will be responsible to provide chat and voice support to our international clients.
• Responsible for providing timely and effective resolutions to our clients on basic to complex technical support queries.
• Responsible for responding to customers in an efficient and professional manner
• Handles and resolves technical queries; identifies and escalates accordingly
• Meets expectations regarding productivity as defined by the process
• Ensures compliance with all company and departmental policies, procedures, and guidelines
• Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
Looking For
• 1 – 3 years of experience in Technical Support / BPO industry, preferably in chat and voice process.
• Freshers with strong communication skills and willingness to learn are also encouraged to apply.
Mandatory Skills
A. Technical / Functional Skills
• Excellent communication skills in English (both spoken and written)
• Basic to advanced knowledge of computers (software)
• Working knowledge of internet and networking
• Typing speed - minimum 35 wpm with 100% accuracy
B. Soft Skills
• Customer-focused mindset with strong problem-solving skills
• Self-motivated and ability to work with minimal supervision
• Ability to remain calm and composed in high-pressure situations
Good to Have Skills
• Experience working in global support environments
• Familiarity with CRM tools like Salesforce and ServiceNow
Requirements
Function: Information Technology
Experience Level: Executive