Senior Technical Support Engineer
4 days ago
Sr. Technical Support Engineer – US B2C Support
Role Overview
Provide remote technical support to US B2C customers through calls, chats, and tickets, ensuring timely issue resolution and high customer satisfaction.
Key Responsibilities
- Manage
20–25 inbound calls daily
, along with chat and ticket queues. - Resolve and close
12+ tickets per day
(avg. 36–45 replies). - Maintain
4.0/5 or higher
customer satisfaction and drive net promotor scores beyond 80 - Diagnose issues through symptom checks, error analysis, and log review using internal/public KBs.
- Perform
remote troubleshooting sessions
and conduct
outbound callouts
when needed. - Escalate cases to Tier 2 following escalation guidelines.
- Communicate professionally through both voice and written channels.
Required Skills
- 2+ years
of remote technical support experience. - Strong communication skills—both verbal and written.
- Good understanding of
networking fundamentals
and troubleshooting. - Working knowledge of
server hardware, RAID, and Active Directory
. - Proficiency with
Linux OS and command-line tools
. - Ability to follow SOPs, KB articles, and documentation.
Preferred Certifications
- Linux:
LPIC, RHCE, Linux+ - Networking:
CCNA, Cisco certifications - Other:
MCSE, MCP
, or equivalent
Send Resume to:
Neelu.- or
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