Job Summary:

TSE’s work under limited supervision and are responsible for resolution of technical Issues.

Job Responsibilities:

- Actively monitor customer communication channels and where required provide technical support to customers on issues that are related to the usage, or maintenance of company products.
- Act as a knowledgebase on matters pertaining to the usage/maintenance of the software systems for level 1 certified key users.
- Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.
- Create temporary “work-around” for immediate customer issues where appropriate
- Documents and logs all contacts and actions into database per specified guidelines
- Uses a test environment to simulate customer environment and issues
- Escalate to Product development teams about customer issues unresolved or recurring customer issues, with concise description, actions, and traces required.
- Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
- Assist in creating technical documents, knowledgebase records, training material for company products as required.
- Provides work direction, problem resolution, and training to other technical support personnel
- Participate in off-site travel to customer locations, trade shows, training schools and other required facilities
- Proactively learn about companies products at both the functional and technical development.
- Addition responsibilities as required

Essential Functions/Job Skill Requirements

Technical Skills

1. 0 to 2 years’ experience in a technical support role supporting a mission critical software/hardware system or 2+ years’ experience of working within a software development environment.

- Good Knowledge of database systems such as SQL Server, Oracle,



Progress or similar
- Adequate knowledge of programming concepts with ability to write small scripts, SQL queries etc.
- Adequate knowledge of Microsoft Windows Server Platforms
- Adequate knowledge of Linux Platforms
- Adequate knowledge of basic software architecture concepts such as Application Servers, Database Server, clients etc.
- Previous exposure to a manufacturing workplace and ability to understand manufacturing concepts will be an advantage.
- Previous exposure to ERP or MES systems will be an advantage.

Non-Technical Skills

- Excellent verbal and communication skills in English and Chinese
- Excellent analytical and troubling shooting skills
- Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations.
- Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
- Ability to manage time effectively and work efficiently, both with and without direct supervision
- Business Maturity
- Ability to understand the global corporate picture
- Focus toward and understanding of the customer needs
- Interpersonal Skills, specifically working with co-workers, customers, and management
- Dependability
- Accessibility

Important Notes

- The position is office based, and the location is in Kochi, Kerala, India.
- The job involves 3 shifts (Morning, Noon, Night) on weekly rotation, for night shift we are providing allowances on per day basis.
- Expecting for 2 years .
- · Training for the job mostly involves self-learning and following a structured program

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Health insurance
- Provident Fund

Shift:
- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotational shift

Work Location: In person

📌 Technical Support Engineer (Kakkanad West)
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📍 Kakkanad West