Thinkhat - Technical Support Engineer - Troubleshooting

2 months ago

Hyderabad, India Thinkhat Full time

Company Description :

Thinkhat is a pioneering venture studio located in Hyderabad, revolutionizing the healthcare and life sciences ecosystem through the innovative application of machine learning and artificial intelligence.

The company focuses on driving impactful solutions by combining strategic investment with hands-on startup creation to transform precision health, care delivery, and patient outcomes.

Role Description :

We are seeking a skilled and customer-oriented Technical Support Engineer with hands-on experience in international voice, chat, and email support.

The ideal candidate will play a key role in assisting customers by providing technical solutions, troubleshooting issues, and ensuring an excellent customer experience through multiple communication channels.

Key Responsibilities :

- Provide technical support to customers via phone, chat, and email in a professional and timely manner.

- Diagnose and resolve technical issues related to the company's products or services, including software, hardware, or network-related problems.

- Assist customers in troubleshooting problems, answering product-related queries, and escalating issues when required.

- Maintain a high level of customer satisfaction through effective communication, problem-solving, and proactive follow-up.

- Collaborate with internal teams (engineering, sales, etc.) to provide quick resolutions and ensure customers' technical needs are met.

- Document customer interactions, troubleshooting steps, and resolutions in the support ticketing system.

- Handle multiple customer inquiries simultaneously while maintaining service level agreements (SLAs) and providing quality support.

- Participate in continuous training and development to stay updated with the latest product releases and technologies.

- Provide feedback on recurring issues to help improve the overall product and support experience.

Qualifications and Skills :

- 2-4 years of experience in Technical Support, preferably in an international voice process.

- Proficiency in handling chat support and email support for international clients.

- Strong knowledge of troubleshooting technical issues related to software, hardware, networks, and other relevant technologies.

- Excellent verbal and written communication skills with a clear, professional, and courteous tone.

- Ability to work in a fast-paced environment and handle multiple queries simultaneously.

- Proven experience in customer service with a focus on maintaining high customer satisfaction levels.

- Familiarity with CRM systems, ticketing tools, or any technical support software.

- Ability to work rotational shifts and adapt to different time zones

(ref:hirist.tech)

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