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 strong customer service skills with technical problem-solving abilities. You will be the bridge between our customers and our technical teams, ensuring that customer issues are resolved efficiently while maintaining the highest level of service quality and satisfaction.
- Provide technical support and troubleshooting assistance to customers via phone, email, and chat channels
- Diagnose and resolve customer issues related to products and services in a timely and professional manner
- Document all customer interactions and resolutions in the ticketing system with accuracy and detail
- Analyze customer problems, identify root causes, and implement effective solutions
- Escalate complex technical issues to senior technical teams when necessary, providing clear documentation
- Create and maintain comprehensive knowledge base articles to support customer self-service
- Follow up with customers to ensure their issues have been fully resolved and satisfaction is achieved
- Maintain a customer-focused approach while managing multiple support requests simultaneously
- Collaborate with product and engineering teams to communicate customer feedback and recurring issues
- Adhere to service level agreements and performance metrics while delivering exceptional customer experiences
- Continuously update technical knowledge through training and self-directed learning
Qualifications
- 2-3+ years of customer service or technical support experience
- Strong technical troubleshooting and problem-solving skills
- Proficiency with ticketing systems and CRM software
- Excellent written and verbal communication skills in English
- Demonstrated ability to explain technical concepts to non-technical users
- Strong organizational and time management skills
- Ability to multitask and prioritize in a fast-paced environment
- Patience, empathy, and a customer-focused mindset
- Experience with remote support tools and software
- Familiarity with IT support processes and systems
- Ability to work independently and as part of a collaborative team
- Strong documentation and knowledge base creation skills
- Experience with product support or technical customer service
- Analytical mindset with attention to detail
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.
