Technical Support Engineer

BETSOL; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

BETSOL is seeking a Technical Support Engineer to deliver high-quality technical assistance to international clients through chat and voice channels from Bengaluru, India. The role focuses on diagnosing and resolving issues while maintaining productivity in a 24/7 global support setting.

Ideal candidates have 1–3 years in Technical Support/BPO, with excellent English communication and basic networking knowledge. Freshers with strong communication are encouraged.

Qualifications

• Bachelor's degree or equivalent required.
• 1–3 years of experience in Technical Support/BPO preferred.
• Excellent written and spoken English; strong communication skills.

Responsibilities

• Provide chat and voice support to international clients.
• Diagnose and resolve basic to complex technical issues.
• Respond to customers professionally and promptly; escalate when needed.
• Maintain productivity in a 24/7 global support environment.

Skills

English communication

Typing 35 wpm

Technical support

Education

Graduate in any discipline

Tools

Salesforce

ServiceNow

Job description

Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.

We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.

The Technical Support Engineer (TSE) is responsible for providing high-quality technical assistance to international clients through voice and chat channels. This role focuses on diagnosing and resolving technical issues while maintaining high productivity and a multi-chat environment. The ideal candidate will leverage strong communication skills and technical expertise to ensure 100% customer satisfaction in a fast-paced, 24/7 global support setting.

• TSE will be responsible to provide chat and voice support to our international clients.


• Responsible for providing timely and effective resolutions to our clients on basic to complex technical support queries.


• Responsible for responding to customers in an efficient and professional manner


• Handles and resolves technical queries; identifies and escalates accordingly


• Meets expectations regarding productivity as defined by the process


• Ensures compliance with all company and departmental policies, procedures, and guidelines


• Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels

• 1 – 3 years of experience in Technical Support / BPO industry, preferably in chat and voice process.


• Freshers with strong communication skills and willingness to learn are also encouraged to apply.

• Excellent communication skills in English (both spoken and written)


• Basic to advanced knowledge of computers (software)


• Working knowledge of internet and networking


• Typing speed - minimum 35 wpm with 100% accuracy

• Customer-focused mindset with strong problem-solving skills


• Self-motivated and ability to work with minimal supervision


• Ability to remain calm and composed in high-pressure situations

• Experience working in global support environments


• Familiarity with CRM tools like Salesforce and ServiceNow

Qualifications

• Graduate in any discipline

Additional Information

• 5 working days per week and 2 rotational weekly offs (not necessarily Saturday/Sunday)


• Willingness to work in 24 x 7 work environment