Technical Support Engineer

Roles and Responsibilities:

• Full-time on call support to clients, take the necessary details followed by acknowledging and confirming the query by asking the targeted questions.
• Managing the ring duration, average handling time, call abandon ratio etc. as per the agreed SLA.
• Provide relevant solution to the query in shortest possible turnaround time. Ensuring the customer is not put on hold unnecessarily or for long
• Refer to internal database or external resources to provide the accurate solution
• Provide call back in case of unavailability of solution. Ensure the appropriate solution is provided to the customer and check for acknowledgement from customer for resolution of issue. Ensure the appropriate solution is provided to the customer and check for acknowledgement from customer for resolution of issue
• Properly escalate unresolved issues to appropriate internal teams
• Ensure all issues are properly logged on the relevant account / system / software
• Login / Schedule adherence / use of relevant Aux code should be followed under all situations
• Document technical knowledge in form of notes and manuals