Technical Support Engineer
Technical Support Engineer
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Job Description
Company Overview
Incedo is a US-based consulting data science and technology services firm with over 3000 people helping clients
from our six offices across US Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering data science and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom Banking Wealth Management product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations deep
technology and domain experts and global teams. Incedo University our learning platform provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by
- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology
Role Description
Role Description:
As a Software Engineer - Voice/ chat / email Support at Incedo you will be responsible for providing customer support to clients through various channels such as voice chat and email. Your duties will include handling customer inquiries and complaints providing technical support resolving issues in a timely and efficient manner maintaining customer satisfaction and adhering to service level agreements.
Roles & Responsibilities:
Provide support to customers through various channels such as phone email and chat.
Resolve customer issues and escalate issues to the appropriate teams when necessary.
Maintain accurate records of customer interactions and issues.
Familiarity with customer service software like Salesforce Service Cloud Zendesk and Freshdesk.
Technical Skills
Skills Requirements:
Strong customer service skills and experience in providing technical support.
Proficiency in voice chat and email communication channels.
Familiarity with ticketing systems such as Zendesk ServiceNow or Salesforce.
Ability to troubleshoot technical issues and provide effective solutions.
Must have excellent communication skills and be able to communicate complex technical information to non-technical stakeholders in a clear and concise manner.
Must understand the companys long-term vision and align with it.
Nice-to-have skills
Qualifications
Qualifications
3-5 years of work experience in relevant field
or MCA degree from a reputed university. Computer science background is preferred
Company Value
We value diversity at Incedo. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Employment Type
Full Time