Technical Support Engineer

Technical Support Engineer

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com.

Job Description

About the Role

The Technical Support Engineer (TSE) is responsible for providing high-quality technical assistance to international clients through voice and chat channels. This role focuses on diagnosing and resolving technical issues while maintaining high productivity and a multi-chat environment. The ideal candidate will leverage strong communication skills and technical expertise to ensure 100% customer satisfaction in a fast-paced, 24/7 global support setting.

Responsibilities

• TSE will be responsible to provide chat and voice support to our international clients.
• Responsible for providing timely and effective resolutions to our clients on basic to complex technical support queries.
• Responsible for responding to customers in an efficient and professional manner
• Handles and resolves technical queries; identifies and escalates accordingly
• Meets expectations regarding productivity as defined by the process
• Ensures compliance with all company and departmental policies, procedures, and guidelines
• Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels

Looking For

• 1 – 3 years of experience in Technical Support / BPO industry, preferably in chat and voice process.
• Freshers with strong communication skills and willingness to learn are also encouraged to apply.

Mandatory Skills

A. Technical / Functional Skills

• Excellent communication skills in English (both spoken and written)
• Basic to advanced knowledge of computers (software)
• Working knowledge of internet and networking
• Typing speed - minimum 35 wpm with 100% accuracy

B. Soft Skills

• Customer-focused mindset with strong problem-solving skills
• Self-motivated and ability to work with minimal supervision
• Ability to remain calm and composed in high-pressure situations

Good to Have Skills

• Experience working in global support environments
• Familiarity with CRM tools like Salesforce and ServiceNow

Qualifications

Qualifications

• Graduate in any discipline

Additional Information

Additional Information

• 5 working days per week and 2 rotational weekly offs (not necessarily Saturday/Sunday)
• Willingness to work in 24 x 7 work environment

Experience Level

Mid Level