Technical Support Engineer

About the role:

We are looking for an Associate – Customer Services to join our Gurugram team. This role involves managing customer interactions across voice and email channels, resolving technical queries, and ensuring seamless customer experience. The ideal candidate will have a strong technical foundation along with excellent communication skills and the ability to work in a fast-paced, shift-based environment.

What you'll be responsible for:

• Managing customer inquiries and technical issues via calls and emails.
• Monitoring daily customer-reported issues and ensuring timely resolution.
• Analyzing customer concerns and traffic data to identify root causes.
• Collaborating with L2 Tech Support, product, vendor, and business teams for issue resolution.

What you'd have

• Any graduate degree with specialization in Computer Science.
• 2–3 years of experience in customer service or technical support roles.
• Strong verbal and written communication skills (voice & email support).
• Knowledge of Windows OS, Web Services, APIs, and Postman.
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Understanding of computer networking fundamentals, ISP, and firewall concepts.
• Familiarity with digital communication channels such as SMS, WhatsApp, email, voice, and mobile applications.
• Flexibility to work in rotational shifts, including night shifts.