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 fast-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 workloads while maintaining service quality.
- Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.
Product Knowledge & Continuous Learning
- Develop and maintain a strong understanding of supported products, applications, and processes.
- Stay updated on new product features, support procedures, and knowledge-base content.
- Contribute to continuous process improvements and knowledge-sharing initiatives.
Desired Skills & Competencies
Communication Skills
- Excellent telephone communication skills with the ability to remain empathetic and courteous during customer interactions.
- Strong verbal and written communication abilities.
- Ability to clearly explain technical concepts to non-technical users.
Customer Focus
- Strong customer service orientation with a commitment to resolving issues efficiently.
- Ability to handle difficult and time-sensitive customer situations professionally.
Technical & Analytical Skills
- Basic troubleshooting and diagnostic skills.
- Ability to perform database and system searches.
- Familiarity with CRM and ticketing systems.
Time Management
- Excellent organizational and time management skills.
- Ability to work cases efficiently while adhering to schedules and productivity expectations.
Multitasking
- Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.
Education & Experience
Required Qualifications
- Graduate in any discipline.
- Minimum 1 year of experience in a Technical Support Voice Process .
- Experience working with CRM, Help Desk, or ticketing systems preferred.
- Exposure to customer support environments and incident management processes.
Preferred Qualifications
- Experience in application support or IT Help Desk environments.
- Familiarity with customer service best practices and SLA-driven support operations.
Key Performance Indicators (KPIs)
- Call Quality Score
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- SLA Adherence
- Case Documentation Accuracy
- Productivity & Queue Management
- Attendance and Schedule Compliance
Movate is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, genetic information, or any other characteristic protected by applicable law.
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify job responsibilities and requirements at any time based on business needs.