Job Description
Please find below the job Description for the role of Technical Support Engineer:
Job Title: Technical Support Engineer ? L1 (international Voice Process)
Location: Bangalore (Hybrid- 3 days WFO), ?EC2 Campus Electronic City? OR ?GR TECH PARK Whitefield (NOT A CHOICE)
Experience - Fresher
Qualification- Any Graduate
Skills required- Excellent Communication, Good system troubleshooting knowledge; Operating Systems; Servers; PC Hardware and Software related issues, Printers, Networking .
Payroll : Quess IT Staffing
Np- Immediate
Cab Facilities : Two Way Cab Facilities
Incentives are offered based on performance
Language needed : English ( excellent) , Hindi (not mandatory)
Shifts: need to be comfortable for rotational shift
Responsibilities
- 1. Working from a standard protocol and utilizing documented processes to respond to clients' issues. Some judgment may be used to supplement the outlined process.
- 2. Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming client's contacts and proactive notification systems.
- 3. Respond to service, product, technical, and client-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on client entitlement (for example more complex warranty).
- 4. Begin to proactively assist clients to avoid or reduce problem occurrence.
- 5. Work is often reviewed by the Supervisor or Team Lead.
- Knowledge and Skills:
- 1. Articulate in excellent written and verbal communication skills.
- 2. Experience in client-facing roles either remote or face-to-face.
- 3. Computer proficiency with applicable software applications.
- 4. Demonstrated problem-solving skills.
- 5. Accuracy in data entry.
- 6. Excellent fluency in language to be supported.
- 7. Experience / knowledge in a phone-based remote role, e- support, e-chat, or similar.
- 8. Familiarity with computer technology.
- 9. Desirable: Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.
- Profile:
- 1. Troubleshooting Hardware/Networking/OS related queries of our global Clients Over Phone.
- 2. Take calls from Global clients and initiate the right response to them, positively and professionally.
- 3. Deal with a wide range of products using a powerful information database.
- 4. Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
- 5. Good Communication skills are Mandatory.
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