Technical Support Engineer

Surelock Plastics; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Surelock Plastics in Mumbai is seeking an experienced after-sales support specialist to assist customers via phone, email, or chat, resolving queries related to software products and arranging on-site hardware maintenance.

The role requires strong communication, the ability to work independently, and collaboration with presales, product development, and engineering to identify root causes and implement lasting solutions.

Qualifications

• 5-15 years of experience in after-sales support or related field.
• Strong knowledge of software products' features, functionality, and troubleshooting techniques.
• Excellent communication skills for interaction with customers over phone/email/chat.
• Ability to work independently with minimal supervision while prioritizing multiple tasks.

Responsibilities

• Provide after-sales support to customers through phone, email, or chat to resolve their queries and concerns related to software products.
• Conduct field visits to troubleshoot issues with existing installations and provide on-site support for hardware maintenance and repair.
• Collaborate with cross-functional teams such as presales, product development, and engineering to identify root causes of customer complaints and implement solutions.
• Develop strong relationships with customers by understanding their needs and providing timely resolutions.

Skills

Communication skills

Troubleshooting

Customer support

Job description

Roles and Responsibilities :

• Provide after-sales support to customers through phone, email, or chat to resolve their queries and concerns related to software products.
• Conduct field visits to troubleshoot issues with existing installations and provide on-site support for hardware maintenance and repair.
• Collaborate with cross-functional teams such as presales, product development, and engineering to identify root causes of customer complaints and implement solutions.
• Develop strong relationships with customers by understanding their needs and providing timely resolutions.

Job Requirements :

• 5-15 years of experience in after-sales support or a related field (e.g., technical sales).
• Strong knowledge of software products' features, functionality, and troubleshooting techniques.
• Excellent communication skills for effective interaction with customers over phone/email/chat.
• Ability to work independently with minimal supervision while prioritizing multiple tasks.