Technical Call Center

Role Overview

We are looking for a Technical Support Engineer with 24 years of experience in a voice-based support environment. The role involves handling inbound/outbound calls, providing technical assistance, ensuring strict process adherence (especially for security-sensitive requests) and delivering a high-quality customer experience.

This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.

Key Responsibilities

• Handle inbound technical support calls in a professional and structured manner
• Diagnose and troubleshoot issues related to:
• Password resets & account unlocks
• MFA resets
• Email and collaboration tools
• VPN and connectivity
• Basic desktop / application issues
• Provide step-by-step guidance to end users
• Strictly follow identity verification procedures before performing resets
• Adhere to password reset and MFA reset protocols
• Validate registered mobile numbers and follow callback process when required
• Escalate suspected social engineering attempts
• Maintain detailed and accurate call documentation
• Log incidents and service requests in ITSM tool accurately
• Capture troubleshooting steps clearly
• Ensure proper categorization and priority assignment
• Update tickets with complete work notes and closure details
• Demonstrate clear communication and active listening
• Maintain professionalism and composure during challenging calls
• Follow call scripts and quality guidelines
• Escalate complex issues to L2/L3 teams as per SOP
• Follow defined escalation matrix
• Participate in refresher trainings and compliance sessions