Technical Support Engineer – International Voice

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.