Tech support Engineer - voice Process

Job Overview

Summary:

Electronics Engineers with good knowledge of engineering concepts, who needs to manage and provide online support for device troubleshooting, maintenance and replacements at the various operational locations.

Key Responsibilities:
Provide technical support to the operations team on device maintenance, trouble shooting and replacements.
Learn and train operations team members based on good knowledge of product and solutions.
Update records on support provided, maintenance and trouble shooting.
Voice Process: Handle incoming calls, emails, or chats from customers regarding technical issues.
Provide step-by-step solutions or escalate unresolved issues to higher-level support.
Reach out to customers for follow-ups, issue resolution, or proactive technical checks.
Conduct feedback calls post-resolution or after installations/updates.
Maintain detailed records of calls and outcomes in CRM tools.
Provide real-time voice-based assistance to customers experiencing technical problems.Maintain detailed records of calls and outcomes in CRM tools.
Guide customers verbally through troubleshooting steps.
Ensure clear documentation of issues discussed and actions taken.

Qualification:

Provide technical support to the operations team on device maintenance, troubleshooting and replacements.
Good knowledge in electronics engineering concepts (BE or Diploma in Electronics/EEE/Mechatronics only).
Experience in working with teams will be an added advantage.
Fluency in Hindi, English and one regional language is mandatory as mentioned below in the language section.
Location: Chennai Experience: 0 – 2 years
Languages: Malayalam & Hindi (require fluency in both languages). Kanada & Hindi (require fluency in both languages). Tamil & Hindi (require fluency in both languages).