L1 Support Engineer

22 hours ago

Bengaluru, India FirstHive Full time

Job description:

Role: L1 Technical Support Engineer

Location: HSR layout sector 2, Bengaluru

Shift: 24/7 with Rotational

Roles AND Responsibilities: L1 Technical Support Engineers play a crucial role in providing initial support and troubleshooting for technical issues reported by customers or end-users. Here are some key skills required for this role:

  1. Technical Knowledge - Understand the basic issues raised and help in resolving.

  2. Customer Service Skills: Good communication ( Hindi and English ) and interpersonal skills are necessary to interact with customers in a professional and courteous manner. L1 Support Engineers should be able to listen to customers' issues, ask clarifying questions, and provide clear explanations and instructions.

  3. Problem-Solving Abilities: L1 Support Engineers need to be skilled problem solvers who can quickly identify, analyze, and resolve technical issues

  4. Attention to Detail: Being detail-oriented is important for accurately documenting customer issues, troubleshooting steps taken, and solutions provided. L1 Support Engineers should maintain thorough and organized records of customer interactions.

  5. Time Management: The ability to prioritize tasks and manage time effectively is crucial in a fast-paced technical support environment. L1 Support Engineers should be able to handle multiple customer inquiries simultaneously and meet SLAs for response and resolution times.

  6. Teamwork: Collaboration with other members of the support team, as well as with other departments such as engineering or product development, may be necessary to resolve complex technical issues. L1 Support Engineers should be able to work effectively as part of a team.

  7. Empathy: Showing empathy and understanding towards customers' frustrations and concerns is important for building rapport and trust. L1 Support Engineers should be patient, empathetic, and committed to ensuring a positive customer experience.

  8. Shifts - Flexibility in shifts is necessary, as there will be rotational shifts

Job Type: Contractual / Temporary

Pay: ₹19, ₹20,000.00 per month

Work Location: In person

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