Technical Support Engineer

Crest It Consulting; Navi Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Crest It Consulting in Navi Mumbai is seeking a Technical Support professional with 2–3 years of experience in customer support, service desk, or customer-facing roles. You will handle queries, coordinate with teams, and ensure timely resolution.

You should have strong communication, ticketing experience with ITSM tools like ServiceNow or Jira, and the ability to manage multiple tickets under pressure. Rotational shifts may be required as per client needs.

Qualifications

• 2–3 years of experience in customer support/service desk or similar role.
• Strong customer-handling and communication skills.
• Excellent verbal and written communication.
• Good understanding of Incident & Service Request Management.
• Experience with ticket creation, tracking, escalation, and closure.
• Familiarity with ITSM tools like ServiceNow, Jira, Remedy or similar.

Responsibilities

• Handle and resolve customer queries, requests, and service-related issues.
• Coordinate with customers, internal teams, technical teams, vendors, and stakeholders.
• Create, track, update, escalate, and close tickets within defined timelines.
• Monitor open and pending tickets and provide regular status updates to customers.
• Understand customer issues and communicate them clearly to the relevant technical teams.
• Follow SOPs, escalation matrix, and defined support processes.
• Ensure timely follow-up and resolution of customer issues.
• Handle multiple customer queries while working under pressure.
• Maintain proper communication and documentation of customer interactions.
• Provide excellent customer service and ensure customer satisfaction.

Skills

Customer support

ITSM tools

Communication

Coordination

Incident management

Tools

ServiceNow

Jira

Remedy

Job description

We are looking for a Technical support with 2 to 3 years of experience in customer support, service desk, or customer-facing roles. The ideal candidate should have excellent communication, customer-handling, follow-up, and coordination skills.

Key Responsibilities

Handle and resolve customer queries, requests, and service-related issues.

Coordinate with customers, internal teams, technical teams, vendors, and other stakeholders.

Create, track, update, escalate, and close tickets within defined timelines.

Monitor open and pending tickets and provide regular status updates to customers.

Understand customer issues and communicate them clearly to the relevant technical teams.

Follow SOPs, escalation matrix, and defined support processes.

Ensure timely follow-up and resolution of customer issues.

Handle multiple customer queries while working under pressure.

Maintain proper communication and documentation of customer interactions.

Provide excellent customer service and ensure customer satisfaction.

Required Skills

2 or 3 years of experience in customer support/service desk or a similar role.

Strong customer-handling and communication skills.

Excellent verbal and written communication.

Good understanding of Incident & Service Request Management.

Experience with ticket creation, tracking, updating, escalation, and closure.

Knowledge of ticketing/ITSM tools such as ServiceNow, Jira, Remedy, or similar tools.

Strong follow-up, coordination, and stakeholder-management skills.

Good problem-solving and interpersonal skills.

Ability to understand customer issues and coordinate effectively with technical teams.

Willingness to work in rotational shifts as per client requirements.