Technical Support Engineer

RND OptimizAR Inc.; Coimbatore District; On-site; INR 300,000 - 500,000; Full time

Job summary

Rnd OptimizAR is seeking a Technical Support Engineer for the US Voice Process to assist international customers via voice calls. The role emphasizes strong troubleshooting, clear English communication, and adherence to quality standards.

You will diagnose issues, provide solutions, document interactions, and meet KPIs while maintaining data security. Shift timing aligns with US hours and night coverage, within an in-office environment.

Qualifications

• Experience in Technical Support/IT Support/Voice Process.
• Strong troubleshooting and problem-solving skills.
• Excellent English verbal communication and customer service.
• Experience supporting US or international customers over voice.
• Knowledge of Call Quality, CSAT, FCR, AHT, CSR Quality.
• Ability to handle escalations professionally.
• Strong listening, analytical, and interpersonal skills.
• Comfortable working in US Shift / Night Shift.

Responsibilities

• Provide technical support to US customers through voice calls.
• Diagnose, troubleshoot, and resolve technical issues efficiently.
• Deliver professional and customer-focused support.
• Understand customer concerns and provide appropriate solutions.
• Document customer interactions and resolutions accurately.
• Escalate complex issues to the appropriate technical teams.
• Follow defined CSR quality standards and call-handling procedures.
• Meet KPIs related to Call Quality, CSAT, FCR, AHT, Productivity, and Adherence.
• Maintain data security and follow company support processes.

Skills

Technical Support

Voice Process

Customer Service

US/International

Troubleshooting

Communication

Escalation Handling

Shift Work

Job description

Technical Support Engineer US Voice Process

Job Overview

We are hiring a Technical Support Engineer for our US Voice Process. The ideal candidate should have strong technical troubleshooting skills, excellent English communication, and experience supporting international/US customers over voice calls.

Key Responsibilities

• Provide technical support to US customers through voice calls.
• Diagnose, troubleshoot, and resolve technical issues efficiently.
• Deliver professional and customer-focused support.
• Understand customer concerns and provide appropriate solutions.
• Document customer interactions and resolutions accurately.
• Escalate complex issues to the appropriate technical teams.
• Follow defined CSR quality standards and call-handling procedures.
• Meet KPIs related to Call Quality, CSAT, FCR, AHT, Productivity, and Adherence.
• Maintain data security and follow company support processes.

Required Skills

• Experience in Technical Support / IT Support / Voice Process.
• Strong knowledge of technical troubleshooting and problem-solving.
• Excellent English verbal communication and customer service skills.
• Experience handling US or international customers over voice is preferred.
• Good understanding of Call Quality, CSAT, FCR, AHT, and CSR Quality parameters.
• Ability to handle escalations and difficult customer situations professionally.
• Strong listening, analytical, and interpersonal skills.
• Comfortable working in US Shift / Night Shift.

Candidate Profile

• Experience: 1 - 3 Years
• Work Mode: Work from Office
• Shift: US Shift / Night Shift
• Salary: Up to 5 LPA

What Were Looking For

A customer-focused Technical Support professional with the ability to combine technical expertise, troubleshooting, excellent communication, and strong customer service skills to deliver a high-quality support experience.

Company

Rnd OptimizAR, a GeBBS Health Care Company