Exp: 1-5 years

Location: Indore

Required Skills:

Strong written and verbal communication skills
Customer-focused mindset with a commitment to delivering high levels of customer satisfaction
Basic understanding of Cloud, Business Intelligence (BI), Operating Systems, and Networking
Ability to collaborate within a 247 globally distributed team
Experience working with international customers (UK/UA regions preferred)
Strong analytical and problem-solving skills
Ability to handle customer interactions with empathy, professionalism, and clarity

Roles and Responsibilities:

Provide technical support to customers, ensuring a positive experience and high levels of customer satisfaction
Act as the first point of contact for customers, demonstrating strong customer care and ownership of issues
Monitor systems, analyze issues, and perform administrative tasks while keeping customer impact in focus
Follow defined notification and escalation procedures; analyze logs and respond to operational queries in a timely and customer-friendly manner
Manage customer calls and communications effectively, ensuring clarity, empathy, and resolution-focused engagement
Work independently while handling L0 (Level 0) support responsibilities
Take full ownership of issues and ensure resolution within SLA timelines, prioritizing customer impact and urgency
Troubleshoot/debug issues and document them accurately in the ticketing system with clear updates for customer visibility
Proactively communicate status updates, delays, and resolutions to customers and stakeholders
Perform shift handovers and share daily status reports with stakeholders, ensuring continuity of customer support
Be flexible to work in a 247 rotational shift environment
Collaborate closely with escalation teams (L1 and L2 support tiers) to ensure quick and effective resolution of customer issues
Continuously strive to improve customer experience by identifying recurring issues and suggesting improvements

Technical Support Engineer