Technical Support/ Support Engineer/ Customer upport

We are a leading provider of networking solutions specializing in router technologies, serving a diverse clientele across the United States. Our commitment to innovation and customer satisfaction drives our mission to deliver reliable, cutting-edge networking solutions.

Job Description:
We are seeking a technically skilled and customer-focused Technical Support Associate/Support Engineer to join our dynamic team. In this role, you will be responsible for providing exceptional technical support to customers, primarily troubleshooting and resolving issues related to routers and networking equipment. The ideal candidate should possess strong communication skills, a solid technical background in networking, and a passion for delivering outstanding customer service.

Responsibilities:

• Provide first-line technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot issues related to routers, networking hardware, and software.
• Collaborate with customers to resolve technical issues promptly and effectively.
• Escalate complex issues to higher-level support teams when necessary.
• Document and track customer interactions and issue resolutions in the CRM system.
• Conduct proactive follow-ups to ensure customer satisfaction and issue resolution.
• Assist in testing and validating new products and features.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in technical support or customer service roles, preferably in a networking environment.
• Strong knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, etc.).
• Hands-on experience with router configuration, troubleshooting, and maintenance.
• Excellent communication skills with the ability to explain technical details clearly and concisely.
• Customer-oriented mindset with a passion for delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Cisco Certified Network Associate (CCNA) certification or equivalent.
• Experience with enterprise-level networking equipment and technologies.
• Familiarity with CRM systems and ticketing systems.

Job Types: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits:

• Health insurance
• Paid time off

Ability to commute/relocate:

• Zirakpur, Punjab: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Support Engineer: 2 years (Preferred)

Language:

• English (Preferred)

Shift availability:

• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person