Technical Support Engineer (Remote)

Book Buffet; Gurugram District; Remote; INR 500,000 - 700,000; Full time

Job summary

A tech support company in Gurugram is seeking a Technical Support Engineer to provide enterprise-level support to customers. The role requires ownership of customer issues, troubleshooting expertise, and excellent communication skills. Ideal candidates should have a BS degree in IT or Computer Science and relevant experience in technical support. The position involves diagnosing problems, ensuring customer satisfaction, and documentation of solutions.

Qualifications

• Proven working experience in enterprise technical support, IT support or as a technical engineer.
• Deep knowledge in the product that technician is supporting.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.

Skills

Strong problem-solving skills

Client-facing skills

Written and verbal communication skills

Education

BS degree in Information Technology, Computer Science or equivalent

Job description

Job Role

We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Requirements

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• Deep knowledge in the product that technician is supporting.
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills