Technical Support Engineer

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

Job summary

BETSOL in India seeks a Technical Support Engineer to assist international clients via chat and voice, diagnosing and resolving technical issues in a fast-paced, 24/7 environment.

The role emphasizes clear English communication, strong computer and networking basics, and a customer-focused mindset; graduates from any discipline are welcome, with growth opportunities in global support.

Qualifications

• Excellent communication skills in English (spoken and written).
• Basic to advanced knowledge of computers (software).
• Working knowledge of internet and networking.
• Typing speed of at least 35 wpm with high accuracy.

Responsibilities

• Provide chat and voice support to international clients.
• Resolve technical support queries from basic to complex.
• Respond to customers in a timely and professional manner.
• Identify and escalate technical queries as needed.
• Meet productivity expectations defined by processes.
• Comply with company policies and guidelines.
• Aim for 100% customer satisfaction and high service levels.

Skills

English communication

Computer literacy

Networking basics

Typing 35 wpm

Education

Graduate degree

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.

Responsibilities

• 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

Looking For

• 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.

Mandatory Skills

A. Technical / Functional Skills

• 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

B. Soft Skills

• 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

Good to Have Skills

• 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