Technical Support Executive

Role Overview: 

As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced environment. 

Required Qualifications: 

• Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and  BCOM with computers 
• Skills: 
• Strong multitasking skills to be able to handle up to 4 chats at a time (the 4 concurrency happens only during some interval of time). 
• Ability to think critically and troubleshoot effectively under pressure. 
• Excellent typing skills and quick grasp of technical concepts. 
• Knowledge of keyboard shortcuts and efficient computer usage. 
• Excellent verbal and written communication skills to convey technical information clearly and concisely 
• Patience, empathy, and a positive attitude when dealing with customers 
• Willingness to learn, innovate, and take on challenges proactively 

Key Responsibilities: 

• Website Management: 
• Gain knowledge on website creation using website builders, HTML, WordPress, MySQL, and PHP. 
• Work with web hosting tools such as cPanel and WHM for website management. 
• Domain and Email Handling: 
• Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands. 
• Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues. 
• Network Protocols: 
• Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert. 
• Customer Interaction: 
• Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues. 
• Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge. 
• Troubleshooting & Problem Solving: 
• Develop and apply strong troubleshooting skills to resolve technical issues efficiently. 
• Collaboration:  
• Work closely with other departments, such as engineering and product development, to escalate and resolve complex issues. 
• Feedback Loop: Collect and relay customer feedback to help improve our products and services. 

Career Progression: 

This role offers a clear path for career advancement: 

• Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer ➔ Senior Support Engineer ➔ Web Coach ➔ Team Manager 
• Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles. 
• This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond. 

Work Environment: 

• Shifts: 9-hour shifts with rotational changes every month. 
• The various shifts timings are:  
• Starts at 00:30-09:30, 01:30-10:30, 02:30-11:30, 03:30-12:30, 04:30-13:30, 05:30-14:30, 06:30-15:30, 07:30-16:30, 08:30-17:30, 09:30-18:30, 10:30-19:30, 11:30-20:30, 12:30-21:30, 13:30-22:30, 14:30-23:30, 15:30-00:30, 16:30-01:30, 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30, 22:30-07:30, 23:30-08:30 
• Team: Work as part of a dynamic team in a supportive, growth-oriented environment. 
• Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement. 
• Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible. 

Why Join Us? 

• Impactful Work: Make a real difference by helping customers solve their technical problems. 
• Innovative Environment: Work with cutting-edge technology and be part of a forward-thinking company. 
• Supportive Team: Join a team that values your contributions and supports your growth. 

If you are passionate about technology and enjoy helping others, we would love to have you on our team as a Technical Support Engineer!