Technical Support Engineer - International Voice

Movate Technologies; Zone 7 Ambattur; On-site; INR 350,000 - 500,000; Full time

Job summary

Movate Technologies in Chennai, India, is seeking a Technical Support Engineer for International Voice support. The role covers handling customer voice interactions, CRM-based case management, and timely resolution under established SLAs.

The ideal candidate will have 6 months to 2 years in technical support and strong communication skills. The position requires multitasking across multiple applications, with a focus on delivering high-quality customer service and continuous product learning.

Qualifications

• Graduate in any discipline.
• Minimum 6 months to 2 years 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.

Responsibilities

• 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.

Skills

Communication Skills

Customer Focus

Technical & Analytical Skills

Time Management

Multitasking

Education

Graduate in any discipline

Tools

CRM

Help Desk

Ticketing Systems

Job description

Job Summary

Job Title: Technical Support Engineer International Voice

Location: 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.

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.

Incident Management & Troubleshooting

• 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.

  Product Knowledge & Continuous Learning

  • 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.

  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 best practices and SLA-driven support operations.