Technical Support Engineer

We are looking for a knowledgeable and experienced Technical Support Agent who can provide high-quality technical support to our customers. The ideal candidate is an adept problem solver, who is not afraid to think on their feet, seek out solutions proactively, and always strives for long-term solutions instead of temporary fixes. Experience in both Windows and Linux environments is preferred

Role & responsibilities

The job roles and responsibilities are,

• Provide prompt and accurate technical support to customers via phone.
• Troubleshoot and resolve technical issues related to software, hardware, and network systems.
• Demonstrate a deep understanding of the product's technical aspects to guide customers in the use and troubleshooting of the product.
• Stay up-to-date with the latest product updates, bug fixes, and new releases to ensure accurate information is provided to customers.
• Use a proactive approach to identify potential problems and solutions. This may involve conducting independent research, using online resources such as Google, when faced with novel challenges.
• Work closely with other team members and departments to find long-term solutions for recurrent issues.
• Document and log all customer interactions, including details of inquiries, complaints, comments, and actions taken.
• Maintain break adherence, attendance and punctuality
• Responsible for handling the tasks and installation assigned on a daily basis
• Responsible to ensure compliance with SOP
• Coordinating with SPOCs across various team for inputs to handle the customer and fixing the issue
• Soft skills and empathetic towards client

Preferred candidate profile

The candidate should have the below skill sets,

• Have excellent communication skills both written and spoken English
• Have excellent analytical skills & quick to think on their feet.
• Time management, efficiency, the ability to meet deadlines and work with minimal supervision are all important
• Have a logical approach to problem solving look for the simplest / most elegant solution to a problem
• Should be flexible with Rotational Shifts & rotational week offs