Job Preview: Technical Support Engineer

- Role: Technical Support Engineer
- Designation: Graduate Engineering Trainee
- Work Location: Mangalore (Work from home)
- Shift: 4 shifts (Including one night shift which occurs once in a week)

Role Overview: As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced setting.

Required Qualifications:

- Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers

- Skills:
- Strong multitasking skills to be able to handle up to 4 chats at a time (the 4 concurrency happens only during some interval of time).
- Ability to think critically and troubleshoot effectively under pressure.
- Excellent typing skills and quick grasp of technical concepts.
- Knowledge of keyboard shortcuts and efficient computer usage.
- Excellent verbal and written communication skills to convey technical information clearly and concisely
- Patience, empathy, and a positive attitude when dealing with customers
- Willingness to learn, innovate, and take on challenges proactively

Key Responsibilities:

- Website Management:
- Gain knowledge on website creation using website builders, HTML, WordPress, MySQL,



and PHP.
- Work with web hosting tools such as cPanel and WHM for website management.

- Domain and Email Handling:
- Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands.
- Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues.

- Network Protocols:
- Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert.

- Customer Interaction:
- Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues.
- Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge.
- Troubleshooting & Problem Solving:
- Develop and apply strong troubleshooting skills to resolve technical issues efficiently.

- Collaboration:
- Work closely with other departments, such as engineering and product development, to escalate and resolve complex issues.
- Feedback Loop: Collect and relay customer feedback to help improve our products and services.

Work Environment:

- Shifts: 9-hour shifts
- Team: Work as part of a dynamic team in a supportive, growth-oriented environment.
- Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement.
- Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible.

📌 Technical Support Engineer (Mangalore)
🏢 GlowTouch
📍 Mangalore