[ref. d29960302] Technical Support Engineer
Job Description
Description
We are seeking a Technical Support Engineer with 1-4 years of experience to join our team. The ideal candidate will be responsible for providing technical support to our customers and resolving their issues in a timely manner. The candidate must have excellent communication skills and be able to work in a fast-paced environment.This is a full-time position based in India.
Technical Support Engineer (USA Non-Voice Process) focuses on delivering excellent customer support and ensuring customer success through phone-based communication. This role is particularly relevant for companies that service customers in the United States, often requiring strong verbal communication skills, a deep understanding of the product, and the ability to build relationships through voice interactions.
Voice-Based Customer Support: Provide high-quality support to customers over the phone, answering inquiries, resolving issues, and ensuring a positive experience.
Customer Onboarding: Guide new customers through the onboarding process, helping them understand how to set up and use the company's product or service.
Customer Relationship Management: Act as the primary point of contact for customers, building and maintaining strong relationships through voice interactions.
Product Education: Educate customers on product features, updates, and best practices during phone calls to ensure they are utilizing the product effectively.
Issue Resolution: Handle customer complaints, troubleshoot problems, and collaborate with technical support teams if needed to provide timely solutions.
Upselling and Cross-Selling: Identify opportunities to offer additional products or services that meet customer needs, working in collaboration with the sales team.
Customer Feedback: Collect and document customer feedback during calls to relay to the product and marketing teams for future improvements.Performance Metrics: Monitor and meet KPIs such as customer satisfaction scores (CSAT), first-call resolution, and call handling times.
Responsibilities- Provide technical support to our customers via phone, email, and chat
- Troubleshoot and resolve technical issues reported by customers
- Escalate complex issues to senior engineers as needed
- Document technical issues and resolutions for future reference
- Collaborate with cross-functional teams to resolve customer issues
- Proactively identify and report potential issues to senior engineers
- Bachelor's degree in Computer Science, Information Technology, or related field
- 1-4 years of experience in technical support or a related field
- Experience in troubleshooting software, hardware, and network issues
- Strong understanding of operating systems, databases, and programming languages
- Excellent communication skills in English
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Experience with remote support tools and ticketing systems
- Customer-oriented mindset with a focus on problem-solving