Role Overview
The Sr. Technical Support Engineer will provide remote product support to end users in the US B2C market. The role involves handling multi-channel support through calls, chats, and tickets, ensuring timely resolution and high customer satisfaction.
Key Responsibilities
Handle 20–25 inbound customer calls per day, along with chats and ticket queues.
Close a minimum of 12 tickets per day (typically 36–45 replies).
Maintain a minimum satisfaction rating of 4.0/5 based on customer feedback.
Troubleshoot issues using symptom analysis, error review, and debug logs by referencing internal and public knowledge bases.
Escalate cases to Tier 2 in accordance with defined escalation procedures.
Perform remote sessions to diagnose or validate customer issues.
Conduct outbound callouts when required to obtain additional information or coordinate supervised troubleshooting sessions.
Address customer queries professionally through calls and written communication.
Required Skills & Experience
Minimum 2+ years of experience in remote technical support for end users.
Strong verbal and written communication skills suited for customer interactions.
Solid understanding of network environments and related troubleshooting.
Working knowledge of server environments, including hardware, RAID, and Active Directory services.
Proficiency with Linux systems and Linux command-line operations.
Ability to follow documentation, KBs, and SOPs effectively.
Preferred Certifications (Not Mandatory)
Linux: LPIC, RHCE, Linux+
Networking: CCNA, Cisco certifications
Other: MCSE, MCP, or equivalent technical credentials
Pay: From ₹45,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Bengaluru, Karnataka 560099: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Are you a immediate joiner?
- Can you work in night shifts?
Experience:
- Expert: 3 years (Required)
Work Location: In person
