Technical Support Engineer

1 month ago

Chennai, India Sisco Jobs Full time
Job Title: Technical Support Engineer
Location: Chennai, India
Job Type: Full-Time
Industry: Technology / Customer Support

RequirementsResponsibilities:
  • Respond to customer issues through calls, chats, and emails.
  • Configure, troubleshoot, and resolve customer issues.
  • Manage ticket lifecycle: creation, validation, troubleshooting, escalation, and closure within SLA guidelines.
  • Validate issues to eliminate false alarms and misunderstandings.
  • Probe for information to understand thoroughly and resolve issues.
  • Educate customers on new product features.
  • Analyze issues and create engineering bug/feature requests.
  • Escalate complex issues to the next level or engineering team as needed.
  • Maintain regular communication with customers on case progress.
  • Keep internal stakeholders informed and involved in case developments.
  • Monitor case statuses and update them with information from customers and internal teams.
  • Assist with configuring user profiles, permissions, alerts, and settings.
  • Create knowledge base articles to address gaps or introduce new processes.
  • Provide daily shift updates summarizing calls, emails, and chats.


BenefitsSkill Set and Requirements:
  • Excellent communication skills, both written and verbal.
  • Experience providing product or application support to customers in the US region.
  • Proficiency with CRM tools such as JIRA, Salesforce, Zoho Helpdesk, or ZenDesk.
  • Knowledge of basic Linux, networking, databases, or SaaS-based web applications.
  • Strong troubleshooting and analytical skills.
  • Familiarity with customer and technical support processes.
  • Ability to work in shifts in a 24/7 support environment.


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