Technical Support Engineer - International Voice

Job Title

Technical Support Engineer International Voice

Location

Ambit IT Park, Ambattur, Chennai, India

Shift

US based rotational

No of Openings

98

Experience

6 months to 2 years

Role Summary

• The Engineer Technical Support is responsible for handling customer interactions through voice support and CRM-based case management.
• The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.
• The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.

Incident Management Troubleshooting

• Provide Level 1 application support and conduct initial issue discovery.

• Perform preliminary troubleshooting and gather relevant information for resolution.

• Document troubleshooting activities and incident notes accurately.

• Conduct database searches and research activities to assist with issue resolution.

• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.

• Deliver world-class customer service aligned with organizational values and support standards.

• Effectively manage high workloads while maintaining service quality.

• Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.

Product Knowledge Continuous Learning

• Develop and maintain a strong understanding of supported products, applications, and processes.

• Stay updated on new product features, support procedures, and knowledge-base content.

• Contribute to continuous process improvements and knowledge-sharing initiatives.

Desired Skills Competencies

Communication Skills

• Verbal communication
• Written communication
• Explain technical concepts to non-technical users
• Customer Focus
• Ability to handle difficult and time-sensitive customer situations professionally

Technical Analytical Skills

• Troubleshooting
• CRM systems
• Ticketing systems
• Time Management
• Multitasking

Multitasking

• Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.

Education Experience

Required Qualifications

• Graduate in any discipline.
• Minimum 6 months to 2 year of experience in a Technical Support Voice Process.
• Experience working with CRM, Help Desk, or ticketing systems preferred.
• Exposure to customer support environments and incident management processes.

Preferred Qualifications

• Experience in application support or IT Help Desk environments.
• Familiarity with customer service best practices and SLA-driven support operations.

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