Tech Support Engineer-L1 (Voice Process- US Shift)

Job Title: Tech Support Engineer-L1 (Voice process)

Exp: 4 - 8 Years

Work Location: Bangalore

Role Description:

This role is a customer-facing position that supports the companys mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process.

Your Key Responsibilities:

Actively participates in support of incoming calls

Continuously demonstrates a truly empathetic concern for customer issues

Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.

Quickly identifies escalations and creates expectation alignment with customers

Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.

Primary stakeholder to ensure our customers receive prompt support.

An expert with the Troubleshooting and resolve Tier 1 issues involving any of the following:

o Fuel dispensers

o Site Controllers

o Island terminals

o EMV software

o Computer board level troubleshooting

o Support software applications

o Tank gauges, hydraulics, or pumps

o Terminal media feeds

Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.

Facilitate field support services to repair products within scope of service.

Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Other duties as requested.

Qualifications Needed:

Must have completed B.Tech/B.Sc (Computers/Electronics) / BCA / BBA or equivalent

Have 2-6 years of work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must

Experience with direct customer engagement in a fast-paced customer focused environment

Ability to work in the 24X7 rotational shift environment and majorly in the US time zone

Ability to work independently with minimum or NO support in Hybrid model.

Ability to multi-task and has a good typing speed at least 60 words per min

Should be 100% conversant to listen, understand and respond in US ascent

Document everything and do it with tremendous detail

Be a voracious learner and demonstrate growth.

Other Skills And Attributes for Success

• Honest, dependable, and full of integrity

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• Possess a genuine desire to help others
• Takes ownership of all tasks and commits to high quality results
• A track record of self-improvement and growth mindset
• Ability to seamlessly adapt to changes quickly
• Exceptional interpersonal skills, and team oriented
• Possession of soft skills that consistently demonstrate empathy and a commitment to our customers
• Exceptional telephony utilization, communication skills, active listening, and customer-care
• A demonstrated logical approach to troubleshooting
• Consistently maintain a superior level of professionalism
• Excels past service minimums and strives for industry leading results
• Ability to work with internal and external stakeholders to achieve exceed expectations and goals
• Experience or education from an electronics or information technology background
• Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Essential Outcomes:

• Maintains 90% customer satisfaction
• Is an expert in the appropriate technical and functional domains needed for the helpdesk support role
• Completes assigned trainings prior to due date
• Consistently demonstrates a collaborative nature
• Take full ownership of all tasks and responsibilities
• Drives full and complete resolutions