Technical Support Engineer – International Voice

Movate, Inc.; Chennai District; On-site; INR 300,000 - 520,000; Full time

Job summary

Movate, Inc. in Chennai is hiring a Technical Support Engineer – International Voice to handle voice-based customer interactions and CRM case management. The role requires handling troubleshooting, incident documentation, and timely resolution within SLAs.

You will work with cross-functional teams to ensure quality support. The candidate should have 6 months to 2 years of experience in technical support voice processes and be able to communicate effectively in a fast-paced environment while

Qualifications

• Graduate in any discipline with basic technical aptitude.
• 6 months to 2 years of experience in a technical support voice process.
• Experience with CRM, Help Desk or ticketing systems preferred.
• Exposure to incident management and SLA-driven support.

Responsibilities

• Handle incoming customer calls and process tasks in cases via CRM portals.
• Review, triage, prioritize and assign cases based on impact.
• Provide Level 1 application support and initial incident discovery.
• Document troubleshooting activities and maintain accurate incident notes.
• Escalate issues to appropriate technical teams as required.
• Adhere to SLAs and deliver high-quality customer service.

Skills

Clear communication

Customer focus

Troubleshooting

Multitasking

Time management

CRM familiarity

Documentation

Database search

Education

Graduate in any discipline

Tools

CRM systems

Help Desk

Ticketing systems

Job description

Technical Support Engineer – International Voice

Job Title: Technical Support Engineer – International Voice
Location: Ambit IT Park, Ambattur, Chennai, India
Shift: US based rotational
No of Openings: 98
Experience: 6 months to 2 years

Role Summary

• The Engineer – Technical Support is responsible for handling customer interactions through voice support and CRM-based case management.
• The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.
• The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support & Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
• Review, triage, prioritize, and assign incoming cases based on priority and business impact.
• Acknowledge customer requests and communicate expected resolution timelines.
• Create, update, and maintain support cases accurately within the CRM system.
• Escalate issues to appropriate technical teams whenever required.
• Provide Level 1 application support and conduct initial issue discovery.
• Perform preliminary troubleshooting and gather relevant information for resolution.
• Document troubleshooting activities and incident notes accurately.
• Conduct database searches and research activities to assist with issue resolution.
• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
• Deliver world-class customer service aligned with organizational values and support standards.
• Effectively manage high workloads while maintaining service quality.
• Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.
• Develop and maintain a strong understanding of supported products, applications, and processes.
• Stay updated on new product features, support procedures, and knowledge-base content.
• Contribute to continuous process improvements and knowledge-sharing initiatives.

Desired Skills & Competencies

Communication Skills

• Excellent telephone communication skills with the ability to remain empathetic and courteous during customer interactions.
• Strong verbal and written communication abilities.
• Ability to clearly explain technical concepts to non-technical users.
• Customer Focus
• Strong customer service orientation with a commitment to resolving issues efficiently.
• Ability to handle difficult and time-sensitive customer situations professionally.

Technical & Analytical Skills

• Basic troubleshooting and diagnostic skills.
• Ability to perform database and system searches.
• Familiarity with CRM and ticketing systems.
• Time Management
• Excellent organizational and time management skills.
• Ability to work cases efficiently while adhering to schedules and productivity expectations.

Multitasking

• Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.

Education & Experience

Required Qualifications

• Graduate in any discipline.
• Minimum 6 months to 2 year of experience in a Technical Support Voice Process.
• Experience working with CRM, Help Desk, or ticketing systems preferred.
• Exposure to customer support environments and incident management processes.

Preferred Qualifications

• Experience in application support or IT Help Desk environments.
• Familiarity with customer service is the best practices and SLA-driven support operations.