technical support

13 hours ago

Chennai, Tamil Nadu, India Orcapod Consulting Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description

Position: Technical Support Engineer / Help Desk Engineer

Industry: Telecom & Consumer Electronics

Shift: US Shift (Night Shift)

Project Type: Voice/Non-Voice International Technical Support

Experience: 15 years

Location:Chennai

Employment Type: Full-timeExperienced Technical Support Engineer with hands-on expertise in handling inbound customer queries, device troubleshooting, and telecom support across multiple US-based projects. Proven ability to resolve technical issues with devices like Alexa, Kindle, Netgear routers, Roku, and antivirus solutions such as McAfee and AVG. Skilled in providing exceptional customer service through phone, chat, and email in high-pressure, fast-paced environments.

Key Responsibilities

  • Provide L1/L2 technical support for telecom and consumer electronic products.
  • Troubleshoot device connectivity, software errors, and application malfunctions.
  • Handle customer interactions via voice, chat, and email platforms.
  • Ensure first contact resolution (FCR) and maintain customer satisfaction (CSAT) metrics.
  • Escalate complex issues to appropriate teams while maintaining ownership.
  • Document solutions in knowledge management systems.
  • Follow US-based process guidelines and adhere to shift schedules.

Key Skills

  • Device & Network Troubleshooting
  • Antivirus Software Support (McAfee, AVG)
  • Router & Wi-Fi Configuration (Netgear, Telstra)
  • Smart Devices (Alexa, Roku, Kindle)
  • Ticketing Tools: Salesforce, Zendesk, Siebel (as applicable)
  • Excellent Communication (US Accent Preferred)
  • Windows/Mac OS Troubleshooting
  • Remote Desktop Support

Qualifications

  • Minimum qualification: Any Graduate (Technical background preferred)
  • 2–5 years of relevant international technical support experience
  • Strong written and verbal English communication
  • Willingness to work in night shifts (US Shift)

Projects & Domain Experience

  • Sutherland (McAfee - Help Desk) or IOPEX

    Provided technical support for McAfee antivirus products, resolving installation, renewal, and malware-related issues for US customers.
  • ATT (AT&T)

    Handled telecom-related support including mobile and broadband troubleshooting, billing clarifications, and service provisioning.
  • Amazon (Alexa/Kindle Device Troubleshooting)

    Assisted customers with voice assistant setup, device pairing, Kindle performance issues, and account-related queries.
  • Tech Mahindra (Telstra - Telecom Support)

    Offered first-level resolution for Telstra broadband, mobile services, and technical faults, including network outages and modem configuration.
  • Sitel (BT - British Telecom)

    Addressed UK customer issues related to broadband connectivity, landline, and equipment faults with strong process adherence.

  • Concentrix (Netgear, Roku, Formway)

  • Netgear: Router/modem configuration, firmware updates, port forwarding, and wireless setup.

  • Roku: Device activation, streaming issues, and hardware/software support.

  • Formway: Handled niche tech product support.

  • Hexaware (AVG, BT, Virgin Media)

    Provided antivirus support (AVG), plus telecom and broadband support for BT and Virgin Media customers.

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