- 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 solid 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.
Disclaimer: This has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.
📌 Technical Support Engineer - International Voice (Ambattur)
🏢 Movate Technologies
📍 Ambattur
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