IN - Customer Support Exec

Job Preview: Technical Support Engineer

• Role : Technical Support Engineer
• Designation : Graduate Engineering Trainee
• Work Location: Mangalore
• Shift: 9 hours per day, with shift changes every 4 weeks. (4 shifts)

Role Overview:

We are looking for a skilled and motivated Technical Support Engineer to join our team, focusing on VPN (Virtual Private Network) / Usenet support. The ideal candidate will be responsible for providing technical assistance, troubleshooting connectivity issues, and ensuring secure and reliable access for users and clients. This role requires strong technical expertise in networking and VPN protocols, excellent problem-solving skills, and a customer-first attitude.

Required Qualifications:

• Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers
• Skills:
• Strong multitasking skills to be able to handle up to 3 chats at a time.
• Ability to think critically and troubleshoot effectively under pressure.
• Excellent typing skills and quick grasp of technical concepts.
• Knowledge of keyboard shortcuts and efficient computer usage.
• Excellent verbal and written communication skills to convey technical information clearly and concisely
• Patience, empathy, and a positive attitude when dealing with customers
• Willingness to learn, innovate, and take on challenges proactively.
• Proficient with Windows, macOS, and Linux operating systems.

Key Responsibilities:

• VPN connection troubleshooting.
• Gain in-depth knowledge of VPN operations, including how VPN connections are established, the underlying protocols, and the role of encryption in ensuring secure communication
• Utilize VPN control panels and related tools to assist customers in achieving secure and seamless connectivity tailored to their needs.
• Usenet Support:
• Provide timely and professional support to customers via email, chat, and support tickets for all Usenet-related inquiries.
• Assist users with account setup, access issues, password resets, and subscription management.
• Troubleshoot connection problems, including issues with newsreader configuration, server settings, ports, and authentication errors.
• Guide customers through configuring popular Usenet clients (e.g., SABnzbd, NZBGet, Newsbin, etc.) and using NZB indexing services.
• VPN Protocols:
• Configure, manage, and troubleshoot various VPN protocols including IPsec, L2TP, PPTP, OpenVPN, IKEv2, Wireguard, Chameleon.
• Customer Interaction:
• Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues.
• Actively listen to customer concerns, identify issues, and provide clear, effective solutions or guidance.
• Maintain a professional and empathetic tone while handling both technical and non-technical customer interactions.
• Communicate complex technical information in a simple and understandable manner tailored to the customer's level of expertise.
• Troubleshooting & Problem Solving:
• Develop and apply strong troubleshooting skills to resolve technical issues efficiently.
• Collaboration:
• Work closely with other agents from team, and for complex issues can take help from our level 2 team and product development, to escalate and resolve complex issues.
• Feedback Loop: Collect and relay customer feedback to help improve our products and services.

Career Progression:

This role offers a clear path for career advancement:

• Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer ➔ Senior Support Engineer ➔ Team Manager
• Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.
• This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.

Work Environment:

• Shifts: 9-hour shifts with rotational changes every month.
• The various shifts timings are:
  Starts at 06:30-15:30, 11:30-20:30, 17:30-02:30, 22:30-07:30.
• Team: Work as part of a dynamic team in a supportive, growth-oriented environment.
• Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement.
• Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible.

Why Join Us?

As a part of our Technical Support team, you'll have the opportunity to work with cutting-edge technologies, solve meaningful problems, and make a real impact on how our customers stay securely connected from anywhere in the world. Here's what makes us different:

• Innovative Work Environment – Be part of a forward-thinking company that invests in the latest tools and platforms to support our customer base.
• Growth & Development – We believe in continuous learning. Mentorship programs and hands-on training, we'll help you sharpen your skills and grow your career.
• Supportive Culture – Work in a collaborative and inclusive team environment where your ideas are heard, and your efforts are recognized.
• Customer-First Focus – You'll play a key role in supporting mission-critical systems for businesses and individuals worldwide, making your work both meaningful and rewarding.
• Competitive Benefits – Get access to a full range of benefits including health coverage and performance bonuses.

Join us and become part of a team that's powering secure digital transformation — one connection at a time.