Posted:5 hours ago|
Platform:
Remote
Full Time
Job Title: Technical Support Engineer (US Process)
The Sr. Technical Support Engineer will provide remote product support to end users in the US B2C market. The role involves handling multi-channel support through calls, chats, and tickets, ensuring timely resolution and high customer satisfaction.
Key Responsibilities :
Handle 20–25 inbound customer calls per day, along with chats and ticket queues.
Close a minimum of 12 tickets per day (typically 36–45 replies).
Maintain a minimum satisfaction rating of 4.0/5 based on customer feedback.
Troubleshoot issues using symptom analysis, error review, and debug logs by referencing internal and public knowledge bases.
Escalate cases to Tier 2 in accordance with defined escalation procedures.
Perform remote sessions to diagnose or validate customer issues.
Conduct outbound callouts when required to obtain additional information or coordinate supervised troubleshooting sessions.
Address customer queries professionally through calls and written communication.
Required Skills & Experience
Minimum 2+ years of experience in remote technical support for end users.
Strong verbal and written communication skills suited for customer interactions.
Solid understanding of network environments and related troubleshooting.
Working knowledge of server environments, including hardware, RAID, and Active Directory services.
Proficiency with Linux systems and Linux command-line operations.
Ability to follow documentation, KBs, and SOPs effectively.
Preferred Certifications (Not Mandatory)
Linux: LPIC, RHCE, Linux+
Networking: CCNA, Cisco certifications
Other: MCSE, MCP, or equivalent technical credentials
Shift timings: Rotational Shifts (US Shifts).
Working days: Rotational with two days off in a week.
Work Model: Work from office. ( after 3months Hybrid model, 5 days working , 2 days off)
Location: Bangalore
Job Type: Contract job of 1 year (Extended based on performance).
Our Office Adress :
Solid Systems Global, Bangalore.
Address: 1023, 1st Stage, 4th Block Extension,
HBR Layout, Bengaluru, Karnataka 560043.
Job Type: Full-time
Pay: ₹450,000.00 - ₹750,000.00 per year
Work Location: In person
Solid Systems Global
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