International Voice Process

Job Title: Technical Support EngineerLocation: Indore Location (Night Shift)Job Type: Full time from office only – 5 days in a weekExperience Level: 3+ YearsJob SummaryWe are seeking an experienced Technical Support Engineer who can provide advanced technical support while leading and mentoring a team of support engineers. The ideal candidate will combine strong troubleshooting expertise with leadership capabilities to ensure high-quality customer service, efficient issue resolution, and continuous team performance improvement.Key Responsibilities:Provide exceptional technical support through voice and chat, troubleshooting and resolving customer issues related to software and hardware.Utilize API knowledge to address technical inquiries and challenges.Effectively communicate with customers, offering solutions in a clear, professional, and empathetic manner.Maintain accurate and up-to-date technical documentation for internal use and customer reference.Collaborate with cross-functional teams to ensure seamless issue resolution and continuous service improvement.Utilize support tools, including Salesforce, Jira, and Zoom, to manage customer interactions and service requests.Demonstrate strong problem-solving skills and analytical thinking to identify root causes and deliver effective solutions.Required Skills & QualificationsMinimum 2+ years of experience in offshore voice and chat technical support.Strong understanding of:Software and hardware troubleshootingAPI concepts and integrationsHands-on experience with Salesforce, Jira, and Zoom.Excellent communication, interpersonal, and stakeholder management skills.Strong analytical thinking and problem-solving abilities.Ability to work independently in a fast-paced environment.Comfortable working night shifts.