Technical Call Center

Ascendion Engineering; Bengaluru; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Ascendion Engineering is seeking a Technical Support Engineer with extensive experience in voice-based support to handle inbound and outbound calls, diagnose issues, and guide end users through resolution. The role emphasizes strict adherence to verification processes and security-sensitive procedures to ensure a high-quality customer experience.

The candidate should demonstrate strong communication, troubleshooting abilities, and disciplined compliance with defined SOPs.

Qualifications

• 24 years of experience in a voice-based support environment.
• Strong communication skills and troubleshooting ability.
• Disciplined compliance with verification and operational procedures.

Responsibilities

• Handle inbound technical support calls in a professional and structured manner.
• Diagnose and troubleshoot password resets and account unlocks, MFA resets, and VPN/connectivity issues.
• Provide step-by-step guidance to end users and follow script and quality guidelines.
• Log incidents and service requests in the ITSM tool with accurate work notes and closure details.
• Escalate complex issues to L2/L3 teams per SOP and follow escalation matrices.

Skills

Technical support

Communication

Troubleshooting

Identity verification

Password resets

MFA resets

Call scripting

Tools

ITSM tool

Job description

Role Overview

We are looking for a Technical Support Engineer with 24 years of experience in a voice-based support environment. The role involves handling inbound/outbound calls, providing technical assistance, ensuring strict process adherence (especially for security-sensitive requests) and delivering a high-quality customer experience.

This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.

Key Responsibilities

• Handle inbound technical support calls in a professional and structured manner
• Diagnose and troubleshoot issues related to:
• Password resets & account unlocks
• MFA resets
• Email and collaboration tools
• VPN and connectivity
• Basic desktop / application issues
• Provide step-by-step guidance to end users
• Strictly follow identity verification procedures before performing resets
• Adhere to password reset and MFA reset protocols
• Validate registered mobile numbers and follow callback process when required
• Escalate suspected social engineering attempts
• Maintain detailed and accurate call documentation
• Log incidents and service requests in ITSM tool accurately
• Capture troubleshooting steps clearly
• Ensure proper categorization and priority assignment
• Update tickets with complete work notes and closure details
• Demonstrate clear communication and active listening
• Maintain professionalism and composure during challenging calls
• Follow call scripts and quality guidelines
• Escalate complex issues to L2/L3 teams as per SOP
• Follow defined escalation matrix
• Participate in refresher trainings and compliance sessions