Technical Support Engineer

Job Description:

Role

• Deliver technical support to end-users of the product by handling and resolving customer complaints.
• Efficient dealing of complaints to completion and enabling satisfaction of customer.
• Interact with customers to provide information in response to queries, concerns, and requests about products and services.
• Identify and escalate priority issues as per client specifications.
• Documenting all calls accurately with regards to Customer queries.
• Provides answers to clients by identifying problems & guiding them through corrective steps.
• Improves system performance by identifying problems, recommending changes.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Direct requests and unresolved issues to the designated resource.
• Communicate and coordinate with internal departments.
• Prioritizing and managing multiple open cases at a time.

Skills & Qualification

• Minimum 1yr of technical support experience of dealing with the US customers.
• Should have exp with any ticketing tools like salesforce, BMC remedy, etc
• Should have good experience in US calling process.
• Adaptability and willingness to lean new tools and applications.
• Excellent communication, logical ability and convincing skills.
• Should be able to communicate and understand the American Accent.
• Self-Driven & Proactive.
• Should be comfortable for US Shifts.
• Min Experience 2 years
• Any graduate

Desirables

• Good communication skills
• Good logical ability and ability to handle ambiguity.
• Adaptable and quick learner
• Proactive
• candidates should be comfortable to work in night/US shifts.
• Team player - Ability to work well in a team.
• Team Orientation- Seeks and accepts advice, suggestions and constructive criticism from other
• team members to achieve team goals; Informs team members of activities.
• Good Problem-Solving skills - Any project, any situation, and the person should try to solve
• problems at various levels.
• Willingness to work in different time zones and odd times.
• Time Management - Organizes own workload to achieve maximum productivity and completes
• work in a timely and professional manner.

Skills: Technical support, software support, L1 support, ticketing tool