Sr. Technical Support Engineer

Overview

Key Responsibilities:

• Provide exceptional technical support through voice and chat, troubleshooting and resolving customer issues related to software and hardware.
• Utilize API knowledge to address technical inquiries and challenges.
• Effectively communicate with customers, offering solutions in a clear, professional, and empathetic manner.
• Maintain accurate and up-to-date technical documentation for internal use and customer reference.
• Collaborate with cross-functional teams to ensure seamless issue resolution and continuous service improvement.
• Utilize support tools, including Salesforce, Jira, and Zoom, to manage customer interactions and service requests.
• Demonstrate strong problem-solving skills and analytical thinking to identify root causes and deliver effective solutions.

Requirements:

• Minimum 3 year of experience in offshore (international) voice and chat technical support. (Must have)
• Solid understanding of basic software/hardware troubleshooting and API concepts.
• Proficient in using support tools such as Salesforce, Jira, and Zoom.
• Strong communication and interpersonal skills with a customer-focused approach.
• Excellent analytical and problem-solving skills.
• Strong adaptability and a willingness to learn new technologies.
• Ability to work permanent night shifts.

Job Types: Full-time, Permanent

Shift:

• Night shift

Work Days:

• Monday to Friday

Experience:

• Technical Support: 4 years (Required)
• International voice process: 3 years (Required)

Work Location: In person