Customer Support Engineer,Technical Support Engineer
Roles and Responsibilities
Required to interact with customers across geographies (through multiple support mediums: Calls/Chats/Emails/Portals) and provide issue resolution / right responses, positively and professionally.
Work within a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
Provide the most appropriate solutions through remote contact, probe problems and communicate in such a way that non-technical users can comprehend instructions and advice.
Collaborate with other resolver groups to identify solutions that foster first call resolution
Be proactive & anticipate issues or situations which impact service availability and critical response time, and recommend necessary mitigation steps escalating to managements attention, where appropriate
Desired Candidate Profile
Excellent communication skills (English) in both written and verbal communication.
Familiarity & hands-on experience with computer technology
Familiarity with application support
Problem solving skills & accuracy in data entry.
Experience in a phone based remote role, e-support, e-chat or similar (preferred)
Flexible to work in rotational shifts 24x7 and NIGHT SHIFT