Customer Support Engineer – US Process

4 days ago

Ahmedabad, Gujarat, India SilverXis Inc. Full time ₹ 4,20,000 - ₹ 4,56,000 per year

Location:
Ahmedabad (Work from Office)

Shift:
Night Shift (US Hours)

Take Home Salary:
₹35,000 – ₹38,000 per month

Employment Type:
Full-Time

About the Role:

We are looking for a
Customer Support Engineer – US Process
with
strong technical knowledge and exceptional communication skills
to provide end-to-end support for our
US-based clients
.

The ideal candidate will have a solid understanding of
Object-Oriented Design (OOD)
principles, system fundamentals, and the ability to troubleshoot and resolve technical issues effectively while maintaining excellent client communication.

This is a
client-facing, night-shift, on-site role
based in
Ahmedabad
.

Key Responsibilities:

  • Serve as the primary point of contact for
    US clients
    , delivering timely and professional technical support.
  • Diagnose and resolve issues related to software, systems, or applications using a logical, structured approach.
  • Apply
    object-oriented design and system knowledge
    to identify root causes and recommend effective solutions.
  • Communicate effectively with clients via phone, email, or remote sessions, ensuring clarity and professionalism.
  • Document client interactions, resolutions, and technical findings accurately.
  • Collaborate with internal teams to ensure prompt and high-quality resolution of escalated issues.
  • Adhere to SLAs and ensure a consistently high level of customer satisfaction.

Required Skills & Experience:

  • Excellent verbal and written English communication
    – must be fluent and confident in handling US clients.
  • Strong understanding of
    object-oriented design (OOD)
    and system-level concepts.
  • 1–3 years of experience in
    technical or customer support
    roles, preferably in an international (US) process.
  • Good analytical, problem-solving, and multitasking abilities.
  • Basic knowledge of
    networking, databases (SQL), and operating systems (Windows/Linux)
    .
  • Strong customer service orientation and the ability to stay calm under pressure.
  • Comfortable working in
    night shifts (US time zone)
    .
  • Based in or willing to relocate to
    Ahmedabad
    .

Educational Qualification:

  • Bachelor's Degree in Computer Science, Information Technology, or a related discipline.
  • Additional certifications (e.g., ITIL, CompTIA, or Microsoft) are a plus.

Why Join Us?

  • Work directly with
    US enterprise clients
    in a professional, high-impact role.
  • Gain exposure to global support practices and system-level troubleshooting.
  • Competitive compensation and stable on-site opportunity.
  • Supportive team environment with opportunities for skill enhancement and career growth.

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