Technical Support En....
Technical Support Engineer
Posted on :
18-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2730033
Job Title: Technical Support Engineer
Location: Chennai India
Job Type: FullTime
Industry: Technology / Customer Support
Requirements
Responsibilities:
- Respond to customer issues through calls chats and emails.
- Configure troubleshoot and resolve customer issues.
- Manage ticket lifecycle: creation validation troubleshooting escalation and closure within SLA guidelines.
- Validate issues to eliminate false alarms and misunderstandings.
- Probe for information to understand thoroughly and resolve issues.
- Educate customers on new product features.
- Analyze issues and create engineering bug/feature requests.
- Escalate complex issues to the next level or engineering team as needed.
- Maintain regular communication with customers on case progress.
- Keep internal stakeholders informed and involved in case developments.
- Monitor case statuses and update them with information from customers and internal teams.
- Assist with configuring user profiles permissions alerts and settings.
- Create knowledge base articles to address gaps or introduce new processes.
- Provide daily shift updates summarizing calls emails and chats.
Benefits
Skill Set and Requirements:
- Excellent communication skills both written and verbal.
- Experience providing product or application support to customers in the US region.
- Proficiency with CRM tools such as JIRA Salesforce Zoho Helpdesk or ZenDesk.
- Knowledge of basic Linux networking databases or SaaSbased web applications.
- Strong troubleshooting and analytical skills.
- Familiarity with customer and technical support processes.
- Ability to work in shifts in a 24/7 support environment.
Gender: Male and Female Package details: (Includes ESI, PF) Freshers: INR 10,000 INR 11,000 per month depending on fluency in English communication INR 12,000 per month if English is very good Malayalam candidates: INR 12,000 per month can be paid for freshers INR 13,000 per month if candidate can speak Tamil, Malayalam and English INR 12,500 13,000 per month for only Tamil and English INR 13,500 per month for those who can speak Tamil, Malayalam and English Mode: Work from Office Experience- 0 6 months of any tele -calling activity in BPO Location Nungambakkam, Chennai Shift timings: 9 hours / day; Rotational shift; any one day week-off For Male candidate: Rotational Shifts / Night shift will be there, No cab For Female candidate: First shift in morning will start at 6.30; last shift will be over at 8pm Basic understanding of English necessary; they should be able to read and type English; should be able to speak basic English. Candidates should undergo Prudentia test to get selected for the process; test is online and can be taken on mobile.
Employment Type
Full Time
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