Job Description
The Technical Support Engineer provides first-level technical support to customers, field engineers, technicians, and internal teams by diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, and networked or wireless systems. The primary responsibility of this role is to handle inbound customer calls, accurately capture technical issues, and ensure proper triage and routing of cases to the correct support queues. The role focuses on delivering timely and high-quality customer support while maintaining operational efficiency and customer satisfaction.
Role and Responsibilities
- Handle inbound customer calls as the priority, ensuring professional, clear, and effective communication.
- Accurately log, triage, prioritize, and route customer cases to the correct support queues based on issue type, severity, and product category.
- Act as the first point of contact for customers, ensuring proper issue understanding, documentation, and resolution ownership.
- Interact directly with customers and users the case resolution.
- Apply company policies, procedures, and standard operating practices to resolve routine issues efficiently.
- Maintain detailed and accurate documentation of customer interactions, troubleshooting steps, and case resolutions.
- Build stable and collaborative working relationships with internal teams to ensure smooth case handling and resolution.
- Follow defined workflows, quality standards, and compliance guidelines.
- Assist in basic troubleshooting and issue analysis before escalating cases to higher support levels.
- Monitor case progress and follow up to ensure timely resolution and customer satisfaction.
- Participate in team meetings, training sessions, and knowledge-sharing activities to continuously improve support quality.
- Meet defined KPIs and service level targets, including call handling, case routing accuracy, response time, and customer satisfaction.
- Ensure adherence to performance metrics, quality standards, and operational SLAs.
Required Qualifications
- Bachelor’s degree in engineering, Computer Science, Information Technology, Electronics, or a related technical discipline.
- 0–2 years of professional experience in technical support, customer support, IT support, or related roles.
- Strong verbal and written communication skills, especially for customer-facing interactions.
- Basic understanding of hardware, software, and networking concepts.
- Strong problem-solving, analytical, and troubleshooting skills.
- Ability to multitask, prioritize tasks, and manage call volumes effectively.
- Customer-focused mindset with professionalism and empathy.
Preferred Skills
- Experience handling inbound technical support calls.
- Knowledge of ticketing systems, CRM tools, and case management workflows.
- Familiarity with ITIL concepts such as incident management, triage, and escalation.
- Exposure to enterprise software, networking, or electro-mechanical systems is an advantage.
