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 solid technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service setting 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.
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