Note: We need candidates who have VALUABLE COMMUNICATION!!!!

Designation: L1 Engineer ( Networking )

Location: Chennai

Shift: 24x7 Rotational

Notice Period: Immediate Joiner/ Serving Notice Period/ Max 30 Days

Designation: L1 Engineer ( Networking )

Location: Chennai

Shift: 24x7 Rotational

Notice Period: Immediate Joiner/ Serving Notice Period/ Max 30 Days

Skill Set Requirement

This role is responsible to interface with internal and external parties to perform complex troubleshooting of customer issues and bring them to the resolution with high quality and shorter resolution times maintaining high customer satisfaction. The candidate should have excellent communication skills to communicate with internal/external contacts, gather information, warranty entitlement check, create cases in CRM, triage the L1 issues, troubleshoot at high level, handle the customers and the issue in high criticality situations, if required process the RMA and service action(Field dispatch) and if unable to resolve the issue, immediately escalate with appropriate documentation in CRM.

Support hour:

Support hours will be 24/7

Job Responsibilities





- Front line support to handle customer calls, cases, and emails.
- Ensure RMA requests are processed promptly and accurately.
- Triage support cases based on severity level.
- Applies documented troubleshooting steps to resolve routine issues.
- Communicate clearly and precisely with customers and stakeholders in written and verbal form and maintain accurate and timely records in CRM.
- Own and track customer issues using CRM.
- Maintain communications with customers on the progress of their cases.
- All communication should be professional, complete, well-formatted, and consistent with prior communications.
- Work with members of other departments/teams to prioritize requests.
- Meet individual case management, SLA, QA, and deliverables.
- Handling cases based on priority and utilizing time effectively.
- Ready to accept & improvise on Feedback from QA, MODs and Team Leaders
- Should adhere to processes set by leadership team and ensure 100% compliance.

📌 Technical Support Engineer (Chennai)
🏢 Wroots Global
📍 Chennai