Customer Support Engineer

Job Overview

We are seeking a skilled and customer-focused Customer Support Engineer to join

our Delhi team. The ideal candidate will be responsible for providing technical

assistance, troubleshooting customer issues, and ensuring a seamless customer

experience. You will act as a bridge between customers and the technical team,

resolving inquiries and delivering high-quality solutions in a timely manner.

Key Responsibilities

1. Customer Assistance :

o Serve as the first point of contact for customer support inquiries via

email, phone, or chat.

o Provide technical guidance and resolve issues related to the

company’s products or services.

2. Troubleshooting and Problem Resolution :

o Diagnose and troubleshoot hardware, software related problems.

o Collaborate with internal teams to escalate and resolve complex

issues.

o Maintain detailed documentation of issues, resolutions, and feedback.

3. Technical Expertise :

o Provide in-depth knowledge of the company’s products, systems, and

services to customers.

o Assist customers with usage of the products.

4. Feedback and Improvement :

Gather and communicate customer feedback to internal teams for

product improvements.

o Participate in continuous improvement initiatives for customer support

processes.

5. Service-Level Adherence :

o Ensure timely resolution of customer issues within agreed service level

agreements (SLAs).

o Monitor and prioritize support tickets to meet customer expectations.

Qualifications and Skills

Education :

o Bachelor’s degree in engineering, Electrical, Electronics, Mechanical or

a related field (or equivalent experience).

Experience :

o 1-3 years of experience in technical support, customer service, or a

related role.

o Prior experience in troubleshooting.

Technical Skills :

o Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk,

Freshdesk) and CRM tools.

Soft Skills :

o Excellent verbal and written communication skills in both English and

Hindi.

o Strong problem-solving abilities with attention to detail.

o Customer-oriented mindset with the ability to handle challenging

situations professionally.

Key Competencies

Analytical Thinking

Empathy and Patience

Time Management

Team Collaboration

Adaptability to Technology