Technical Support Engineer

4 weeks ago

Chennai, 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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