Tech Support Engineer – Voice Process - TS45934

Summary:

Electronics Engineers with good knowledge of engineering concepts, who needs to manage and provide online support for device troubleshooting, maintenance and replacements at the various operational locations.

Key Responsibilities:

• Provide technical support to the operations team on device maintenance, trouble shooting and replacements.
• Learn and train operations team members based on good knowledge of product and solutions. Update records on support provided, maintenance and trouble shooting.
• Voice Process: Handle incoming calls, emails, or chats from customers regarding technical issues.
• Provide step-by-step solutions or escalate unresolved issues to higher-level support.
• Reach out to customers for follow-ups, issue resolution, or proactive technical checks.
• Conduct feedback calls post-resolution or after installations/updates.
• Maintain detailed records of calls and outcomes in CRM tools.
• Provide real-time voice-based assistance to customers experiencing technical problems.
• Maintain detailed records of calls and outcomes in CRM tools.
• Guide customers verbally through troubleshooting steps.
• Ensure clear documentation of issues discussed and actions taken.

Qualification:

• Provide technical support to the operations team on device maintenance, troubleshooting and replacements.
• Good knowledge in electronics engineering concepts (BE or Diploma in Electronics/EEE/Mechatronics only).
• Experience in working with teams will be an added advantage.
• Fluency in Hindi, English and one regional language is mandatory as mentioned below in the language section.

Location: Chennai

Experience: 3 – 4 years

Languages: Malayalam & Hindi (require fluency in both languages). Kanada & Hindi (require fluency in both languages). Tamil & Hindi (require fluency in both languages).