Customer Support Engineer

Tonbo Imaging; Bengaluru Urban; On-site; INR 500,000 - 800,000; Full time

Job summary

A technology company in Bangalore seeks a skilled Customer Support Engineer to provide technical assistance and troubleshoot customer issues. The ideal candidate should have 1-3 years of experience in technical support, familiarity with ticketing systems, and excellent communication skills in English and Hindi. Responsibilities include assisting customers, diagnosing problems, and gathering feedback for product improvement.

Qualifications

• 1-3 years of experience in technical support or customer service.
• Prior experience in troubleshooting.

Responsibilities

• Serve as the first point of contact for customer support inquiries.
• Diagnose and troubleshoot hardware, software-related problems.
• Provide in-depth knowledge of the company's products.
• Gather and communicate customer feedback for improvements.
• Ensure timely resolution of customer issues within SLAs.

Skills

Excellent verbal and written communication skills in English and Hindi

Strong problem-solving abilities

Customer-oriented mindset

Analytical thinking

Empathy and patience

Time management

Adaptability to technology

Education

A related field (or equivalent experience)

Tools

Zoho Desk

Zendesk

Freshdesk

Job description

Overview

We are seeking a skilled and customer-focused Customer Support Engineer to join our Bangalore team. The ideal candidate will be responsible for providing technical assistance, troubleshooting customer issues, and ensuring a seamless customer experience. You will act as a bridge between customers and the technical team, resolving inquiries and delivering high-quality solutions in a timely manner.

Responsibilities

1. Customer Assistance
   
   
   
   • Serve as the first point of contact for customer support inquiries via email, phone, or chat.
   
   
   • Provide technical guidance and resolve issues related to the company\'s products or services.
   
   
   
   


2. Troubleshooting and Problem Resolution
   
   
   
   • Diagnose and troubleshoot hardware, software-related problems.
   
   
   • Collaborate with internal teams to escalate and resolve complex issues.
   
   
   • Maintain detailed documentation of issues, resolutions, and feedback.
   
   
   
   


3. Technical Expertise
   
   
   
   • Provide in-depth knowledge of the company\'s products, systems, and services to customers.
   
   
   • Assist customers with usage of the products.
   
   
   
   


4. Feedback and Improvement
   
   
   
   • Gather and communicate customer feedback to internal teams for product and process improvements.
   
   
   
   


5. Service-Level Adherence
   
   
   
   • Ensure timely resolution of customer issues within agreed service level agreements (SLAs).
   
   
   • Monitor and prioritize support tickets to meet customer expectations.
   
   
   
   

Qualifications and Skills

Education: A related field (or equivalent experience).

Experience:

• 1-3 years of experience in technical support, customer service, or a related role.


• Prior experience in troubleshooting.

Technical Skills:

• Familiarity with ticketing systems (e.g., Zoho Desk, Zendesk, Freshdesk) and CRM tools.

Soft Skills:

• Excellent verbal and written communication skills in both English and Hindi.


• Strong problem-solving abilities with attention to detail.


• Customer-oriented mindset with the ability to handle challenging situations professionally.


• Analytical Thinking


• Empathy and Patience


• Time Management


• Adaptability to Technology

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Business Development

Industries

• Defense & Space