We are seeking a dedicated Technical Support Engineer to join our team at Violet InfoSystems Pvt Ltd, located in Malad (West), Mumbai. The ideal candidate will be responsible for providing exceptional technical support to our clients, ensuring their software applications function smoothly and efficiently. This role requires a proactive approach to problem-solving and excellent communication skills to effectively assist users with their concerns.

Key Responsibilities

- Research and identify solutions to users' concerns regarding software applications.
- Diagnose and troubleshoot product-related issues, including account setup and application functionality.
- Engage with customers through phone, email, or chat to understand and resolve technical issues promptly.
- Track application issues through to resolution, adhering to agreed time limits.
- Escalate unresolved issues to appropriate internal teams in a timely manner.
- Provide accurate resolution feedback to customers and maintain clear communication throughout the support process.




- Document technical knowledge and solutions in the form of notes and manuals for future reference.
- Prepare accurate and timely reports on support activities and issues.
- Build and maintain positive relationships with clients, ensuring their satisfaction with our services.

Required Skills

- Robust communication skills and proficiency in email etiquette.
- Familiarity with ticketing tools and help desk support processes.
- Technical skills, including SQL database queries and advanced Excel capabilities.
- Experience in implementation support and remote support.
- Ability to manage multiple open issues simultaneously and prioritize effectively. This position requires a graduate qualification and is open to candidates based in the Mumbai suburban area (Dahisar to Dadar). We operate six days a week, from Monday to Saturday. If you are passionate about providing excellent technical support and have the required skills, we encourage you to apply.

This job is provided by Shine.com

📌 Technical Support Engineer (Mumbai)
🏢 Violet Info
📍 Mumbai