Job Summary
We are looking for a Customer Support Engineer to provide technical assistance and ensure smooth functioning of fiber broadband services across Kerala. The role involves handling customer issues, troubleshooting network and connectivity problems, and coordinating with field and backend technical teams to deliver high-quality service and uptime.
Key Responsibilities
- Handle customer complaints via phone, email, and ticketing systems.
- Troubleshoot connectivity issues (ONT/router configuration, fiber signal issues, speed/latency problems).
- Coordinate with field technicians for installation, repair, and maintenance activities.
- Monitor network alerts and escalate critical issues to NOC (Network Operations Center).
- Maintain accurate records of customer interactions and issue resolutions in CRM tools.
- Educate customers on device usage, configuration, and basic troubleshooting steps.
- Identify recurring technical issues and report them to engineering teams for improvement.
- Ensure high levels of customer satisfaction through professional communication and support.
Required Skills & Qualifications
- Any Degree/ B.Tech / B.Sc in Computer Science, Electronics, IT, or related field
- Basic understanding of networking concepts (IP, DNS, routers, fiber optics basics).
- Strong troubleshooting and problem-solving skills.
- Good communication skills in Malayalam and English.
- Familiarity with customer support tools / ticketing systems is an advantage.
- Ability to work in shifts and handle field coordination when required.
Key Competencies
- Customer handling & communication skills
- Technical troubleshooting ability
- Team collaboration
- Quick decision-making under pressure
- Service-oriented mindset
Pay: From ₹15,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
