Technical Support Engineer

Technical Support Engineer US Voice Process

Job Overview

We are hiring a Technical Support Engineer for our US Voice Process. The ideal candidate should have strong technical troubleshooting skills, excellent English communication, and experience supporting international/US customers over voice calls.

Key Responsibilities

• Provide technical support to US customers through voice calls.
• Diagnose, troubleshoot, and resolve technical issues efficiently.
• Deliver professional and customer-focused support.
• Understand customer concerns and provide appropriate solutions.
• Document customer interactions and resolutions accurately.
• Escalate complex issues to the appropriate technical teams.
• Follow defined CSR quality standards and call-handling procedures.
• Meet KPIs related to Call Quality, CSAT, FCR, AHT, Productivity, and Adherence.
• Maintain data security and follow company support processes.

Required Skills

• Experience in Technical Support / IT Support / Voice Process.
• Strong knowledge of technical troubleshooting and problem-solving.
• Excellent English verbal communication and customer service skills.
• Experience handling US or international customers over voice is preferred.
• Good understanding of Call Quality, CSAT, FCR, AHT, and CSR Quality parameters.
• Ability to handle escalations and difficult customer situations professionally.
• Strong listening, analytical, and interpersonal skills.
• Comfortable working in US Shift / Night Shift.

Candidate Profile

• Experience: 1 - 3 Years
• Work Mode: Work from Office
• Shift: US Shift / Night Shift
• Salary: Up to 5 LPA

What Were Looking For

A customer-focused Technical Support professional with the ability to combine technical expertise, troubleshooting, excellent communication, and strong customer service skills to deliver a high-quality support experience.

Company: Rnd OptimizAR, a GeBBS Health Care Company

Contact: [phone removed]
Email: [email removed]