Technical Support Engineer - New Delhi, India - Sisco Jobs

Description

Job DescriptionJob Title:
Technical Support EngineerLocation: Chennai, India

Job Type:
Full-TimeIndustry: Technology / Customer Support

Requirements

Responsibilities:
Respond to customer issues through calls, chats, and emails.

Configure, troubleshoot, and resolve customer issues.

Manage ticket lifecycle:
creation, validation, troubleshooting, escalation, and closure within SLA guidelines.

Validate issues to eliminate false alarms and misunderstandings.

Probe for information to understand thoroughly and resolve issues.

Educate customers on new product features.

Analyze issues and create engineering bug/feature requests.

Escalate complex issues to the next level or engineering team as needed.

Maintain regular communication with customers on case progress.

Keep internal stakeholders informed and involved in case developments.

Monitor case statuses and update them with information from customers and internal teams.

Assist with configuring user profiles, permissions, alerts, and settings.

Create knowledge base articles to address gaps or introduce new processes.

Provide daily shift updates summarizing calls, emails, and chats.

Benefits

Skill Set and Requirements:
Excellent communication skills, both written and verbal.

Experience providing product or application support to customers in the US region.

Proficiency with CRM tools such as JIRA, Salesforce, Zoho Helpdesk, or ZenDesk.

Knowledge of basic Linux, networking, databases, or SaaS-based web applications.

Strong troubleshooting and analytical skills.

Familiarity with customer and technical support processes.

Ability to work in shifts in a 24/7 support environment.

RequirementsGender:
Male and Female Package details: (Includes ESI, PF)

Freshers:
INR 10,000 – INR 11,000 per month depending on fluency in English communication INR 12,000 per month – if English is very good Malayalam candidates: INR 12,000 per month can be paid for freshers INR 13,000 per month – if candidate can speak Tamil, Malayalam and English INR 12,500 – 13,000 per month for only Tamil and English INR 13,500 per month for those who can speak Tamil, Malayalam and

English Mode:

Work from Office Experience- 0 – 6 months of any tele -calling activity in BPO Location – Nungambakkam, Chennai Shift timings: 9 hours / day; Rotational shift; any one day week-off For Male candidate: Rotational Shifts / Night shift will be there, No cab For Female candidate: First shift in morning will start at 6.30; last shift will be over at 8pm Basic understanding of English necessary; they should be able to read and type English; should be able to speak basic English.

Candidates should undergo Prudentia test to get selected for the process; test is online and can be taken on mobile.