Customer Support Engineer

Job Title: Customer Support Engineer – ISPMate Product

Location: On-site

Experience: Minimum 1 Year in ISP or Network Management Domain

Company: FineSoft Technologies

About the Company:

FineSoft Technologies is a leading software development company specializing in SaaS solutions tailored for Internet Service Providers (ISPs). Our flagship product, ISPMate, is a robust ISP management platform integrating Radius, CRM, and billing capabilities to streamline ISP operations.

Role Overview:

We are looking for a dedicated and technically sound customer support engineer to join our ISPMate product team. The ideal candidate must have at least 1 year of experience in the ISP industry or working with Internet Service Provider management tools. You will be responsible for supporting our clients by resolving queries, assisting with onboarding, and ensuring a seamless experience with the ISPMate platform.

Key Responsibilities:

• Provide Level 1 & Level 2 support to ISP clients using ISPMate via phone, email, and remote sessions.
• Assist in onboarding and setup of new clients, including configuration and data migration.
• Troubleshoot and resolve technical issues related to Radius, billing, CRM, and reporting modules.
• Guide clients through product installations, updates, and feature usage.
• Document client issues and resolutions in the internal support system.
• Escalate complex issues to the technical/development team when needed.
• Follow up with clients to ensure resolution satisfaction and gather feedback.
• Monitor service metrics and report on performance and support quality.
• Suggest improvements to support processes and assist in training documentation.

Required Skills & Qualifications:

• Minimum 1 year of experience working with ISPs or in a customer support role within a technical product environment.
• Strong understanding of ISP operations, networking basics, and Radius servers.
• Excellent communication skills in both Hindi and English.
• Ability to troubleshoot logically and provide quick resolutions.
• Familiarity with CRM tools, ticketing systems, and remote support software.
• Bachelor's degree in computer science, IT, networking, or a related field.

Preferred:

• Experience supporting SaaS products or network management tools.
• Basic Linux knowledge and experience with Radius or billing servers.

Employment Type:

Full-time

How to Apply:

Send your updated resume to hr@finesofttechnologies.com or share it via WhatsApp at +91 6395615529.

Please mention “Application for Customer Support Engineer – ISPMate” in the subject line.

Job Types: Full-time, Permanent

Pay: ₹15,404.80 - ₹20,516.98 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement

Application Question(s):

• What is your Current in-hand salary per month?
• What is your notice period?
• Do you basic knowledge of PHP, HTML & CSS?

Experience:

• Customer support: 1 year (Required)

Location:

• Noida Sector 62, Noida, Uttar Pradesh (Required)

Work Location: In person