Customer Support Engineer

Role Overview

We are looking for a Technical / Customer Support Engineer with 12 years of experience in a voice-based support and customer service environment. The role involves handling inbound/outbound calls, providing technical assistance to the US customers and ensuring strict process adherence (especially 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:

o Password resets & account unlocks

o MFA resets

o Email and collaboration tools

o VPN and connectivity

o 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

Skills & Qualifications

12 years of experience in a customer services / service desk voice process

Strong troubleshooting skills (Windows, email, VPN, basic networking)

Excellent spoken and written English communication skills

Strong understanding of identity verification protocols

Experience using ITSM tools (ServiceNow preferred)

Ability to work in rotational shifts