Technical Support Engineer

Pi Square Technologies; Pune District, Bengaluru; On-site; INR 180,000 - 300,000; Full time

Job summary

Pi Square Technologies in Pune, India provides technical support to customers via phone, email, or chat, diagnosing and resolving hardware, software, and network issues. The role involves logging incidents, escalating unresolved problems, and guiding users through step-by-step solutions to ensure high satisfaction.

The technician will maintain accurate records, follow SOPs, collaborate with internal teams, and meet productivity targets while working in rotating shifts, including weekends and

Responsibilities

• Provide technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Resolve customer queries within defined service levels.
• Log, track, and update incidents in the ticketing system.
• Escalate unresolved issues to appropriate support teams.
• Guide users through step-by-step solutions and procedures.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures and support guidelines.
• Ensure high customer satisfaction through effective communication.
• Collaborate with internal teams to resolve issues efficiently.
• Stay updated on products, tools, and support processes.
• Meet productivity, quality, and customer service targets.
• Work in rotational shifts, including weekends and nights if required.

Job description

Roles & Responsibilities

• Provide technical support to customers through phone, email, or chat.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Resolve customer queries within defined service levels.
• Log, track, and update incidents in the ticketing system.
• Escalate unresolved issues to the appropriate support teams.
• Guide users through step-by-step solutions and troubleshooting procedures.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures and support guidelines.
• Ensure high levels of customer satisfaction through effective communication.
• Collaborate with internal teams to resolve technical issues efficiently.
• Stay updated on products, tools, and technical support processes.
• Meet productivity, quality, and customer service targets.
• Work in rotational shifts, including weekends and night shifts if required.