Technical Support Engineer

Technical Support Engineer

We are seeking a dedicated and knowledgeable Technical Support Engineer (TSE) Level 1 to join our team at E Infochips Private Limited, under the payroll of Cadmaxx Solutions Pvt Ltd. This role is crucial in providing exceptional support to our customers and partners globally, addressing both pre and post-production inquiries while monitoring systems through alerts. The TSE Level 1 serves as the first escalation point within the Support organization and is responsible for ensuring timely resolutions to technical issues.

Key Responsibilities

• Diagnose, isolate, and resolve Level 1 technical software and infrastructure issues.
• Conduct problem diagnosis, root cause analysis, and corrective action in collaboration with L2/product development teams.
• Handle requests from customers, partners, or sites worldwide.
• Respond to email requests in accordance with service level agreements, SOPs, and performance metrics.
• Manage case assignments based on time zone differences and workload balancing.
• Identify and escalate priority issues appropriately.
• Generate Out of Production notifications.
• Perform all required tasks in a timely and professional manner, adhering to service level objectives.
• Provide responsive and effective solutions to customer issues.
• Interact effectively and coordinate resources to resolve issues, ensuring customer satisfaction and retention.
• Continuously strive to increase product and business knowledge.
• Provide product training to Level 1 staff and mentor new technical support personnel.
• Offer recommendations for process improvement.
• Prepare ad hoc reports and perform other support and office duties as assigned.

Requirements

• Degree in Computer Science or Electrical Engineering.
• Minimum of 3 years of experience in customer/technical support.
• In-depth knowledge of various Microsoft Windows Operating systems.
• Fundamental understanding of digital imaging (CAD) technology.
• Experience in providing contact center support.
• Familiarity with call management and trouble ticketing systems.
• Excellent oral and written communication skills (fluent English required).
• Strong listening and customer relation skills.
• Ability to prioritize and multi-task effectively.
• Strong problem-solving, analytical, and follow-up skills.
• Detail-oriented and a strong team player.
• Demonstrates flexibility and the ability to work effectively under pressure in a fast-paced, changing environment.

Work Arrangements

• Work mode: Remote
• Contract type: Contract