Tech Support Engineer - Immediate Joiners Only
- Connecttel
- 3 - 7 years
- Bengaluru
- 3 years ago
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Job Description
JOB DESCRIPTION Job Title: Tech Support Engineer
Department: DFS IT Helpdesk
Reports to: Team Lead
Contract Type: Permanent Full Time
Company: Company name will be disclosed later. (US Based Company)
Shift: US Shift
Role Description: This role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process.
Your Key Responsibilities:
Actively participates in L1 support of incoming US calls
- Continuously demonstrates a truly empathetic concern for customer issues
- Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
- Quickly identifies escalations and creates expectation alignment with customers
- Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
- Primary stakeholder to ensure our customers receive prompt support.
- Troubleshoot and resolve Tier 1 issues involving any of the following: o Fuel dispensers o Site Controllers o Island terminals o EMV software o Computer board level troubleshooting o Support software applications o Tank gauges, hydraulics, or pumps o Terminal media feeds
- Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
- Facilitate field support services to repair products within scope of service.
- Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.
- Other duties as requested.
Qualifications Needed:
- Must have completed B.E, B.Tech, B.Sc (Computers/Electronics) / BCA / BBA or equivalent
- Have 1-3 years of work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must
- Experience with direct customer engagement in a fast-paced customer focused environment
- Ability to work in the 24X7 rotational shift environment and majorly in the US time zone
- Ability to work independently with minimal support in Hybrid model.
- Ability to multi task and has a good typing speed at least 50 words per min
- Should be 100% conversant to listen, understand and respond in US ascent
- Document everything and do it with tremendous detail
- Be a voracious learner and demonstrate growth.
Preferences: Desktop Support, Hardware Support, Software Support, Networking Support, Equipment's Support, Machinery Support, LAN, WAN, Server, IT Securities Support.
Forward your profile: pr****p@co**************t.com
Key Words: International Voice Process, US Voice Process, Technical Support, IT Helpdesk, Troubleshooting, L1, Hardware Support,
Regards,
Team - HR
Job Classification
Industry: BPO / Call CentreFunctional Area: Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: BCA in Any Specialization, B.Tech/B.E. in Any Specialization, B.Sc in ComputersPost Graduation: M.Tech in Any SpecializationDoctorate: Doctorate Not RequiredContact Details:
Company: ConnecttelLocation(s): Bengaluru
Keyskills: technical support international voice process hardware support desktop support it helpdesk US Shift customer service troubleshooting customer support
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