Role Overview:
As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support.
You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced environment.
Required Qualifications:
- Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers
Skills:
- Strong multitasking skills to be able to handle up to 4 chats at a time (the 4concurrency happens only during some interval of time).
- Ability to think critically and troubleshoot effectively under pressure.
- Excellent typing skills and quick grasp of technical concepts.
- Knowledge of keyboard shortcuts and efficient computer usage.
- Excellent verbal and written communication skills to convey technical information clearly and concisely
- Patience, empathy, and a positive attitude when dealing with customers
- Willingness to learn, innovate, and take on challenges proactively
Key Responsibilities:
Website Management:
- Gain knowledge on website creation using website builders, HTML, WordPress, MySQL, and PHP.
- Work with web hosting tools such as cPanel and WHM for website management.
Domain and Email Handling:
- Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands.
- Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues.
Network Protocols:
Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert.
-
Customer Interaction:
- Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues.
- Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge.
Troubleshooting & Problem Solving:
- Develop and apply strong troubleshooting skills to resolve technical issues efficiently.
Collaboration:
- Work closely with other departments, such as engineering and product development, to escalate and resolve complex issues.
Feedback Loop:
- Collect and relay customer feedback to help improve our products and services.
Career Progression:
This role offers a clear path for career advancement:
- Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer ➔ Senior Support Engineer ➔ Web Coach ➔ Team Manager
- Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.
This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.
