Technical Support Engineer

As a Technical Support Engineer, your role will involve providing first-level support to US-based customers through calls, emails, and chat interactions. You will be responsible for handling inbound support requests, resolving or escalating technical issues as per company procedures, and maintaining accurate documentation of customer interactions in the ticketing system. Additionally, you will collaborate with internal teams, manage assigned tickets independently, and ensure all service level agreements are met. Key Responsibilities: - Provide frontline technical support to US-based customers via calls, emails, and chat interactions. - Resolve or escalate technical issues in line with company procedures. - Follow predefined troubleshooting procedures and standard operating protocols. - Maintain accurate documentation of customer interactions in the ticketing system. - Meet or exceed service level agreements and response times. - Collaborate with internal teams and escalate complex issues as needed. - Manage assigned tickets and tasks independently while meeting deadlines. Qualifications Required: - Graduate degree in Information Technology, Computer Science, or related discipline. - Minimum of 2 years of experience in a Technical Support or IT Helpdesk environment. - Ability to effectively communicate with US-based customers, including understanding the US accent. - Basic knowledge of networking concepts. - Flexibility to work in rotational shifts, including weekends and holidays. In addition to the technical requirements, soft skills such as following standard processes, effective communication with customers, maintaining a positive attitude, and a proactive approach to issue resolution and continuous improvement will be essential for success in this role.,