Technical Support Engineer

4 weeks ago

Coimbatore, India KG Invicta Services Full time

Job Title: Technical Support Engineer

Position Overview:
As a Customer Support Representative, you will play a vital role in providing exceptional support to our customers across multiple channels (phone, email, and chat). You will troubleshoot technical issues, offer guidance on best practices, and ensure customer satisfaction. If you enjoy problem-solving and helping others, this role is for you

Key Responsibilities:

  • Customer Support: Provide professional and efficient assistance to customers via phone, email, and chat.
  • Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity.
  • Guidance: Educate customers on product features, best practices, and preventive maintenance.
  • Documentation: Accurately log customer interactions, issues, and resolutions in the ticketing system to ensure proper record-keeping and follow-up.
  • Escalation Management: Collaborate with senior technicians and escalate unresolved or complex issues promptly.
  • Feedback: Gather customer feedback to help improve products and services, ensuring customer satisfaction is continuously enhanced.

Required Skills and Qualifications:

  • Education: High school diploma or equivalent; a degree in IT, Computer Science, or a related field is a plus.
  • Communication Skills: Exceptional verbal and written communication skills in English.
  • Technical Aptitude: Basic understanding of computer systems, mobile devices, and networks.
  • Problem-Solving: Strong analytical and troubleshooting skills, with the ability to think critically and resolve issues.
  • Customer Service: A friendly, patient, and professional attitude, with a strong commitment to delivering top-notch customer service.
  • Adaptability: Ability to learn and adapt quickly to new technologies and processes.

Preferred Qualifications:

  • Experience: Previous experience in a customer-facing or technical support role is an advantage but not required.
  • Tools Knowledge: Familiarity with CRM tools or ticketing systems is a plus.

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