Job Description
Job Description
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Job Title: Engineer - Technical Support
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Location: Chennai, India
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Department: Customer Support / Technical Support Operations (International Voice)
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Role Summary
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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.
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The ideal candidate should possess strong 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.
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Key Responsibilities
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Customer Support & Case Management
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- Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
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- Review, triage, prioritize,
and assign incoming cases based on priority and business impact.
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- Acknowledge customer requests and communicate expected resolution timelines.
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- Create, update, and maintain support cases accurately within the CRM system.
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- Escalate issues to appropriate technical teams whenever required.
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Incident Management & Troubleshooting
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- Provide Level 1 application support and conduct initial issue discovery.
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- Perform preliminary troubleshooting and gather relevant information for resolution.
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- Document troubleshooting activities and incident notes accurately.
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- Conduct database searches and research activities to assist with issue resolution.
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- Track and manage incidents through closure while ensuring customer expectations are met.
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Service Delivery & Performance
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- Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
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- Deliver wo
📌 Customer Support (Salem)
🏢 Movate
📍 Salem