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 solid understanding of supported products, applications, and processes.
- Stay updated on new

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