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L1 Support Engineer

2 months ago

Remote, India Overture Rede Private Limited. Full time

Responsibilities

- Provide technical support to internal and external customers via phone, email, and chat.

- Troubleshoot and diagnose a wide range of technical problems using established protocols.

- Document customer interactions and technical issues clearly and concisely.

- Escalate complex issues to L2 support engineers when necessary.

- Research and stay up-to-date on product knowledge and troubleshooting procedures.

- Maintain a positive and professional demeanor while interacting with customers.

- Document solutions to frequently asked questions (FAQs) to improve knowledge base.

- Contribute to a positive and collaborative support team environment.

Experience & Skills :

- 1-3 years of experience in technical support or a related customer service role.

- Strong understanding of computer hardware and software fundamentals.

- Excellent problem-solving and analytical skills.

- Proficiency in written and verbal communication.

- Ability to work independently and as part of a team.

- Excellent customer service skills with a focus on building rapport and resolving customer issues efficiently.

- Strong active listening skills and the ability to understand customer needs.

- Time management skills and the ability to prioritize tasks effectively in a fast-paced environment.

- A willingness to learn and stay up-to-date on new technologies

(ref:hirist.tech)