Job Description

Role :

Technical Support Engineer

Designation :

Graduate Engineering Trainee

Work Location:

Mangalore or Mysore

Shift:

9 hours per day, with shift changes every month. (nearly 15 shifts)

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 4 concurrency 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.

Work Environment:

Shifts:

9-hour shifts with rotational changes every month. The various shifts timings are:
Starts at 00:30-09:30, 01:30-10:30, 02:30-11:30, 03:30-12:30, 04:30-13:30, 05:30-14:30, 06:30-15:30, 07:30-16:30, 08:30-17:30, 09:30-18:30, 10:30-19:30, 11:30-20:30, 12:30-21:30, 13:30-22:30, 14:30-23:30, 15:30-00:30, 16:30-01:30, 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30, 22:30-07:30, 23:30-08:30

Team:

Work as part of a dynamic team in a supportive, growth-oriented environment.

Supportive Culture:

Join a team that values collaboration, innovation, and continuous improvement.

Continuous Learning:

Stay updated with the latest technology trends and product updates to provide the best support possible.

Why Join Us?

Impactful Work:

Make a real difference by helping customers solve their technical problems.

Innovative Environment:

Work with cutting-edge technology and be part of a forward-thinking company.

Supportive Team:

Join a team that values your contributions and supports your growth.
If you are passionate about technology and enjoy helping others, we would love to have you on our team as a Technical Support Engineer!