Technical Support Engineer

Job Description

Responsibilities: Respond promptly and professionally to customer inquiries via email, chat, phone & tickets raised on the portal. Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives. Diagnose and troubleshoot technical issues related to our platform, courses, and resources. Understanding of company products, services, and policies. Provide step-by-step guidance to users on problem resolution. Educate users on platform features, functionalities, and best practices. Follow standard operating procedures & escalate where appropriate to internal teams for faster resolution. Keep records of all conversations in our CRM in a comprehensible way. Collaborate with internal teams to address and escalate technical issues as needed. Gather user feedback on their experience and communicate insights to the development team. Identify recurring issues and contribute to continuous improvement efforts. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures. Reporting to Team Leader >> Operation Manager >> Head – LOB Business >> Head – Contact Center >> Regional Director. Skill Sets Must have: Fluency in spoken and written in English, spoken in Hindi and one native language. Knowledge on Basic PC hardware, Windows OS. Typing speed minimum 25 words per min. Should have : Strong problem solving and customer handling skills. Good reading and comprehension skills. Good understanding of PC working principle. Good to have: Knowledge about the Lenovo products and call center processes. Knowledge of Windows 10/11 installation & troubleshoot. Drivers’ installation and application troubleshoot. Any hardware Certification will be an added advantage. Basic knowledge on Sales support (Upsell). 2+years’ experience in similar field.