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

Years of Experience:

 1 – 3 years of experience in Technical Support / BPO industry, preferably both in chat and Voice process.

Freshers can also apply.

Mandatory 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
· Attention to detail is a must along with accuracy in the chats
· Ability to follow instructions as directed
· Willingness to work in 24 x 7 work environment

Desired Skills:
· Self-motivated with excellent interpersonal skills
· Innovative and self-starter
· Ability to work with minimum supervision
· Detail and analytical orientation
· Problem solving and conflict resolution skills
· Demonstrated ability to work in a fast paced environment
· Ability to respond to common inquiries or complaints from customers
· Must be well organized and driven to meet deadlines

Job Description:
· TSE will be responsible to provide chat and voice support to our international clients in US, Canada and UK.
· TSEs should have the ability to handle multiple chats simultaneously.
· Responsible to provide timely and effective resolutions to our clients on basic to complex technical support queries via chat and calls
· 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 or manager
· Escalates necessary cases to the right level within the defined LOB (Line Of Business)
· Ensures compliance with all company and departmental policies, procedures, and Guidelines
· May be required to perform other tasks as requested, assigned, or directed
· Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
· Flexibility to work extended hours with minimal notice during high volumes
· Working days: 5 days a week - Weekly off: 2 days (Rotational) and not necessarily (Saturday / Sunday)

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experience Level

Mid Level