Job Description
We're looking for a Customer Service Engineer to join our team in Navi Mumbai, India. In this role, you will serve as a technical support specialist, combining customer service excellence with engineering expertise to resolve customer issues efficiently and professionally. You will be the bridge between our customers and technical teams, ensuring every interaction is handled with care, clarity, and technical precision.
- Respond to customer inquiries via phone, email, and chat with a friendly and empathetic approach
- Diagnose and troubleshoot technical issues using analytical skills and systematic problem-solving methods
- Document all customer interactions, issues, and resolutions in the ticketing system with accuracy and detail
- Provide clear technical explanations to customers with varying levels of technical knowledge
- Escalate complex issues to engineering teams while maintaining customer communication and follow-up
- Analyze recurring issues and patterns to identify opportunities for process improvement
- Customize solutions based on individual customer needs and circumstances
- Maintain comprehensive knowledge of products and services to provide informed support
- Meet performance targets for response time, resolution time, and customer satisfaction
- Collaborate with cross-functional teams to ensure timely and effective issue resolution
Qualifications
- Proven experience in customer service or technical support roles
- Strong technical troubleshooting and problem-solving abilities
- Excellent written and verbal communication skills in English
- Proficiency with CRM software and ticketing systems
- Ability to analyze technical issues and communicate findings clearly
- Demonstrated patience, empathy, and customer-focused mindset
- Strong time management and organizational skills
- Ability to multitask and prioritize in a fast-paced environment
- Experience with knowledge base systems and documentation
- Familiarity with IT systems, software applications, or hardware support (preferred)
- Experience in a technical support or engineering environment (preferred)
- Ability to work independently and as part of a collaborative team
Additional Information
MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.
