Technical Support Engineer

Roles & Responsibilities

• Provide technical support to customers through phone, email, or chat.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Resolve customer queries within defined service levels.
• Log, track, and update incidents in the ticketing system.
• Escalate unresolved issues to the appropriate support teams.
• Guide users through step-by-step solutions and troubleshooting procedures.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures and support guidelines.
• Ensure high levels of customer satisfaction through effective communication.
• Collaborate with internal teams to resolve technical issues efficiently.
• Stay updated on products, tools, and technical support processes.
• Meet productivity, quality, and customer service targets.
• Work in rotational shifts, including weekends and night shifts if required.