In - Customer Support Exec

**Job Preview: Technical Support Engineer**
- **Role**: Technical Support Engineer
- **Designation**: Graduate Engineering Trainee
- **Work Location**: Mangalore
- **Shift**: 9 hours per day, with shift changes every 4 weeks. (4 shifts)

**Role Overview**:
**Required Qualifications**:

- **Education**: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers
- **Skills**:

- Strong multitasking skills to be able to handle up to 3 chats at a time.
- Ability to think critically and troubleshoot effectively under pressure.
- Excellent typing skills and quick grasp of technical concepts.
- Knowledge of keyboard shortcuts and efficient computer usage.
- Excellent verbal and written communication skills to convey technical information clearly and concisely
- Patience, empathy, and a positive attitude when dealing with customers
- Willingness to learn, innovate, and take on challenges proactively.
- Proficient with Windows, macOS, and Linux operating systems.

**Key Responsibilities**:

- **VPN connection troubleshooting.**
- Gain in-depth knowledge of VPN operations, including how VPN connections are established, the underlying protocols, and the role of encryption in ensuring secure communication
- Utilize VPN control panels and related tools to assist customers in achieving secure and seamless connectivity tailored to their needs.
- **Usenet Support**:

- Assist users with account setup, access issues, password resets, and subscription management.
- Troubleshoot connection problems, including issues with newsreader configuration, server settings, ports, and authentication errors.
- Guide customers through configuring popular Usenet clients (e.g., SABnzbd, NZBGet, Newsbin, etc.) and using NZB indexing services.
- **VPN Protocols**:

- Configure, manage, and troubleshoot various VPN protocols including IPsec, L2TP, PPTP, OpenVPN, IKEv2, Wireguard, Chameleon.
- **Customer Interaction**:

- Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues.
- Actively listen to customer concerns, identify issues, and provide clear, effective solutions or guidance.
- Maintain a professional and empathetic tone while handling both technical and non-technical customer interactions.
- Communicate complex technical information in a simple and understandable manner tailored to the customer’s level of expertise.
- **Troubleshooting & Problem Solving**:

- **Collaboration**:

- Work closely with other agents from team, and for complex issues can take help from our level 2 team and product development, to escalate and resolve complex issues.
- **Feedback Loop**: Collect and relay customer feedback to help improve our products and services.

**Career Progression**:
This role offers a clear path for career advancement:

- **Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer**➔** Senior Support Engineer**➔** Team Manager**:

- Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.
- This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.

**Work Environment**:

- **Shifts**: 9-hour shifts with rotational changes every month.
- The various shifts timings are:
Starts at 06:30-15:30, 11:30-20:30, 17:30-02:30, 22:30-07:30.
- **Team**: Work as part of a dynamic team in a supportive, growth-oriented environment.
- **Supportive Culture**: Join a team that values collaboration, innovation, and continuous improvement.
- **Continuous Learning**: Stay updated with the latest technology trends and product updates to provide the best support possible.

**Why Join Us?**

As a part of our Technical Support team, you'll have the opportunity to work with cutting-edge technologies, solve meaningful problems, and make a real impact on how our customers stay securely connected from anywhere in the world. Here's what makes us different:

- **Innovative Work Environment** - Be part of a forward-thinking company that invests in the latest tools and platforms to support our customer base.
- **Growth & Development** - We believe in continuous learning. Mentorship programs and hands-on training, we’ll help you sharpen your skills and grow your career.
- **Supportive Culture** - Work in a collaborative and inclusive team environment where your ideas are heard, and your efforts are recognized.
- **Customer-First Focus** - You'll play a key role in supporting mission-critical systems for businesses and individuals worldwide, making your work both meaningful and rewarding.
- **Competitive Benefits** - Get access to a full range of benefits including health coverage and performance bonuses.

Join us and become part of a team that’s powering secure digital transformation — one connection at a time.