Technical Support Engineer

Designation : Technical support Engineer-L1

Experience : 2-5 Yrs

Education : B.E / B.Tech / BCA / BSC / BBA

Location : CV Raman Nagar Bagmane Techpark, Bangalore

Roles & Responsibilities :

1 : Actively participates in support of incoming calls Continuously demonstrates a truly empathetic concern for customer issues

2 : Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. Quickly identifies escalations and creates expectation alignment with customers

3 : Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. Primary stakeholder to ensure our customers receive prompt support.

4 : Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. Facilitate field support services to repair products within scope of service.

5 : Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills :

1 Proficient in US Accent and English Language, both Verbal and written. Honest, dependable, and full of integrity Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals Experience or education from an electronics or information technology background Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers / Electronics) / BCA / BBA or equivalent work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must Experience with direct customer engagement in a fast-paced customer focused environment Ability to work in the 24X7 rotational shift environment and majorly in the US time zone Ability to work independently with minimal support in Hybrid model. Ability to multi task and has a good typing speed at least 50 words per min Should be 100% conversant to listen, understand and respond in US ascent Document everything and do it with

Work Arrangement : Hybrid