International Technical Support Engineer

6 days ago

Bengaluru Pune, India Kvc Consultants Ltd Full time

Job Description We are seeking a highly skilled and customer-focused International Technical Support Engineer to join KVC Consultants Ltd. In this role, you will provide advanced technical assistance and solutions to our international clients, troubleshooting complex issues and ensuring optimal performance of their systems and services. Roles and Responsibilities: - Provide expert-level technical support to international customers via various channels, including phone, email, and chat. - Diagnose, analyze, and resolve complex technical issues related to software, hardware, networks, and systems. - Replicate customer environments and reported issues to facilitate accurate troubleshooting and resolution. - Escalate unresolved issues to higher-tier support teams or engineering departments, ensuring clear documentation and effective communication. - Document all technical interactions, troubleshooting steps, and resolutions accurately in the ticketing system. - Create and update knowledge base articles to improve efficiency and self-service options for customers. - Collaborate with product development and engineering teams to provide feedback on recurring issues and contribute to product improvements. - Adhere to defined service level agreements (SLAs) and strive for high first-contact resolution rates. - Stay current with the latest technologies, products, and industry trends to provide cutting-edge support. Skills Requirement: - Excellent verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to a diverse international audience. - Strong technical troubleshooting and problem-solving abilities. - Experience with various operating systems (e.g., Windows, Linux, macOS) and their underlying architectures. - Knowledge of networking concepts (TCP/IP, DNS, VPN, etc.) and troubleshooting. - Familiarity with database concepts and querying (SQL). - Experience with remote diagnostic tools and support software. - Customer-focused with a strong commitment to delivering exceptional service and ensuring customer satisfaction. - Ability to work independently and as part of a global team in a fast-paced environment. - Prior experience in an international technical support role is highly advantageous. QUALIFICATION: - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience.

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