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.