Technical Support Engineer L1.5

Quess; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Quess in Bengaluru is seeking a customer support professional to provide excellent service across interactions, resolving hardware and software issues for laptops, desktops, printers, etc.

You will handle inquiries about features, specifications, repairs, and product parts, and work with Sales to improve processes; some shifts including 24/7 support may be required.

Responsibilities

• Providing excellent support to customers during every interaction.
• Resolving technical issues (hardware and software) for laptops, desktops, printers, etc.
• Assisting end users to avoid or reduce problem occurrences.
• Working day shift; may support 24/7 shifts when required.
• Engaging support to ensure SLA demands are met.
• Responding to service, product, technical, and customer-relations questions on features, specifications, repairs.
• Proactively assisting internal or external businesses and end users to avoid problems.
• Providing guidance to improve processes; explaining resolutions to clients; partnering with Sales.

Job description

Role & responsibilities:

• Providing excellent support to customers during every single interaction

• Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts for the product (Laptops, Desktops, Printer etc.)

• Assisting end users to avoid or reduce problem occurrences.

• Work in day shift and if it requires need to support 24/7 shift too.

• Engaging support as needed to ensure SLA demands are met.
• Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence.
• Providing direction and guidance to process improvements. Articulating recommendations and explain resolutions to clients. Partnering actively with the Sales