Customer Support (Ambattur)

Job Description

Job Title: Engineer - Technical Support

Location: Chennai, India

Department: Customer Support / Technical Support Operations (International Voice)

Role Summary

The Engineer - Technical Support is responsible for handling customer interactions through voice support and CRM-based case management. The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.

The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a quick-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support & Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
• Review, triage, prioritize, and assign incoming cases based on priority and business impact.
• Acknowledge customer requests and communicate expected resolution timelines.
• Create, update, and maintain support cases accurately within the CRM system.
• Escalate issues to appropriate technical teams whenever required.

Incident Management & Troubleshooting

• Provide Level 1 application support and conduct initial issue discovery.
• Perform preliminary troubleshooting and gather relevant information for resolution.
• Document troubleshooting activities and incident notes accurately.
• Conduct database searches and research activities to assist with issue resolution.
• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
• Deliver world-class customer service aligned with organizational values and support standards.
• Effectively manage high wor .