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Technical Support Engineer – International Voice
Movate —Chennai, Tamil Nadu
- Rotational shift
- Software troubleshooting
- Customer service
- Analysis skills
11d

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Technical Support Engineer – International Voice

Movate -
Chennai, Tamil Nadu

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Job details

11 days ago

Qualifications

Incident management
Software troubleshooting
Customer service
Technical support
Analysis skills
Bachelor's degree
Team management
Customer support
Application support
Communication skills
Time management
Help desk

Full job description

Posted Date : 21st Aug, 2026

Job Category :

Chennai, India

Job Title: Technical Support Engineer – International Voice
Location: Ambit IT Park, Ambattur, 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.

Key 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.
Ability to work cases efficiently while adhering to schedules and productivity expectations.

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 is the best practices and SLA-driven support operations.

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Technical Support Engineer – International Voice

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