We are seeking a highly motivated and technically proficient Technical Support Engineer to join our dynamic support team. The ideal candidate is passionate about technology, possesses excellent problem-solving skills, and thrives in a fast-paced, customer-focused environment. As a Technical Support Engineer, you will play a crucial role in assisting our clients in resolving technical issues, providing exceptional customer service, and contributing to the overall success of our products and services.
Responsibilities for Technical Support Engineer:
- Provide timely and effective technical assistance to customers via various communication channels, including phone, email, chat, and remote sessions.
- Diagnose, troubleshoot, and resolve technical issues related to our products, software, and services.
- Collaborate closely with cross-functional teams, including software developers, product managers, and quality assurance, to escalate and resolve complex technical problems.
- Document and track customer interactions, issues, and solutions in the support ticketing system, ensuring accurate and up-to-date records.
- Offer step-by-step guidance to customers on configuring and using software applications, hardware devices, and other technical solutions.
- Conduct thorough analysis of customer feedback and trends to identify recurring issues and potential areas for improvement.
- Contribute to the development and maintenance of comprehensive technical documentation, knowledge base articles, and FAQs to empower customers to find self-service solutions.
- Stay current with industry trends, emerging technologies, and updates to products in order to provide informed and relevant support.
- Participate in on-call rotations and occasional after-hours support to ensure continuous service availability for critical issues.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field; equivalent work experience will be considered.
- Proven experience (2 years) in a technical support role, preferably in a software or technology-focused environment.
- Solid understanding of software and hardware troubleshooting principles.
- Proficiency in diagnosing and resolving issues related to operating systems (Windows, macOS, Linux), networking, and software applications.
- Familiarity with remote support tools and techniques.
- Excellent communication skills, both written and verbal, with a strong ability to convey technical information to both technical and non-technical audiences.
- Exceptional customer service orientation and a patient, empathetic approach to problem-solving.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Strong organizational skills and attention to detail, especially in documenting customer interactions and solutions.
- Certification(s) in relevant technologies (e.g., CompTIA A+, Microsoft Certified Professional, Cisco CCNA) is a plus.
- Previous experience with CRM and support ticketing systems is advantageous.
- Willingness to adapt to changing technologies and business needs.
Benefits:
- Competitive salary and performance-based incentives.
- Opportunities for professional development and continued learning.
- Collaborative and inclusive work environment.
- Chance to work with cutting-edge technologies and contribute to innovative solutions.
If you are a skilled Technical Support Engineer with a passion for problem-solving and customer satisfaction, we encourage you to apply and become a valuable part of our support team. Join us in delivering exceptional technical support and enhancing the overall customer experience.
At TIGI HR, we are an equal opportunity employer that values diversity and is dedicated to fostering an inclusive environment for all employees.
Our services are available in all major cities including Bangalore, Pune, Mumbai, Gurgaon, Noida, Hyderabad, Ahmedabad, Kolkata, Chennai, Gandhinagar, Indore etc. We have also expanded our wings toward Australia and Canada too.
Also, we do have many jobs for Work From Home (WFH) and on a Remote basis as well.
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