L1 Support Engineer (Customer Support – Voice) – 24/7 Support

Job Description

Job Title: L1 Support Engineer (Customer Support – Voice) – 24/7 Support Location: Chennai Position Type: Fulltime Experience: 2+ Years Skillsets Required: Voice Customer Support, Excellent Communication, SOP Based tickets handling. Responsibilities: 2+ years of experience in IT Customer support roles, with a focus primarily on providing voice-based IT support including handling inbound and outbound calls. Ability to handle tickets from various sources like Voice, email, chat, etc. Excellent communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical individuals. Customer focused mindset with a high level of urgency, role model for delivering Extraordinary Customer support. Able to communicate professionally with customers and have customer support skills (persuasion, empathy, helpfulness & positive attitude). Adhere to call quality, compliance guidelines and SLAs. Ability to utilize the computer and phone simultaneously with accuracy and efficiency. Required skills and qualifications: Ability to work independently and in a team environment. Escalating complex issues to L2 or L3 support when necessary. Able to manage multiple tasks simultaneously. Ability to work on technical tickets based on SOP provided.