Technical Support Engineer

4 weeks ago


tamil nadu, India Movate Full time
Position : Technical Support Engineer - TS
Designation : Associate
Experience : 0.6– 5 years (International Voice Preferred)
Job Location : Chennai
Qualification : Minimum Bachelor's degree
Job Responsibilities.
Handle incoming call or chat activity and process/complete tasks identified in cases received through CRM portal and assigned queues
Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer
Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary
Adhere to established SLAs, and productivity/performance goals
Provide world class Customer Support by delivering service in accordance with values
Perform database searches
Gain an understanding of the product line and the role
Remain empathetic and concerned with resolving the customer’s issue
Discussing trouble-ticket activity and incidents in face-to-face meetings with team management
Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution
Handle a high workload and managing the customer expectations
Candidate details:
Education: Any Graduation/Post Graduation
Experience: 1 -2 years of working in the call center environment or providing technical support in related fields
English level: Excellent written and verbal communication skills (90% English fluency)
Testing: Successfully passing of the technical assessment, the logic exam, typing test, on-site interviews, and drug screening
Skills required:
Telephone communication skills: Remain empathetic and courteous while speaking to customers about difficult, time-sensitive issues
Excellent time management skills: Be able to work cases in a timely manner and adhere to break/lunch schedules
Good written communication skills: To be able to document cases accurately
Multitasking Ability: To work in multiple technical mediums simultaneously while remaining attentive to customer and their concern

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