Technical Support Engineer

About the Role: Primary Customer-Facing Responsibilities: • Handle technical service and support tickets efficiently, acting as the first point of contact over chat, email, and phone support. • Proactively communicate with customers regarding post-purchase support, including order activation, troubleshooting error issues, etc. • Utilize the ticketing and live chat support systems to ensure prompt and effective resolution of customer queries. Key Responsibilities: Case Analysis and Critical Thinking: • Develop comprehensive knowledge of client products and the ticketing and chat systems. • Investigate and understand user issues using effective probing techniques. Problem Solving: • Provide accurate information and solutions for client software products or services. • Offer alternative solutions when necessary and guide users through the resolution process. Post-Resolution Follow-Up: Ensure customer satisfaction by following up and updating customer status before case closure. Client and Operational Responsibilities: • Coordinate with team leads and managers for guidance on escalated cases. • Record detailed events and problem resolutions in system logs. • Forward customer feedback and suggestions to the relevant internal teams. • Propose process and knowledge resource improvements. • Participate actively in team meetings and maintain effective communication with internal teams. • Report to client leads and managers as required. Requirements: • Experience in help desk and software product technical support. • Tech-savvy with knowledge of computer operating systems, software, and hardware. • Excellent written and verbal communication skills in English. • Degree in a relevant field preferred. • Proficiency with Microsoft Office, Google Sheets, and other business software. • Own a desktop/laptop with a stable internet connection. • Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement. Additional Information: • This is a fully remote position with a 5-day work week. • The position requires approximately + hours of work per weekday. • Opportunity for long-term growth and additional responsibilities within the organization. Our Commitment: We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply. Benefits: • Work-from-home flexibility. • Career advancement opportunities and professional development support. • Supportive and collaborative team environment. Selection Process • 1. Resume Fitment • 2. Phone Screening • 3. Virtual Interview-1 • 4. Written Assessment • 5. Virtual Interview-2: Technical Round • 6. Offer Negotiation About InEvolution: Founded in 200+, InEvolution is a dynamic and evolving firm specializing in back-office, operations, and customer support services. We are a globally oriented team committed to delivering quality services with cost efficiency. Our ethos is to constantly adapt to the changing needs of the industry, effectively serving as an extension of our clients' teams. We specialize in alleviating operational burdens from organisational leaders, allowing them to focus on growth. Our expertise spans across 24/7 client support, advanced technology utilization, proficient data management, and providing certified solutions. Our services include data hygiene, GDPR compliance, e-commerce campaign configuration, order management, reporting, sales support, and comprehensive customer support across various platforms. With our diverse experience in multiple business sectors, we offer robust solutions that cater to the unique needs of our clients.