Associate Software Engineer

Role Overview

Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues. Aim to diagnose and resolve technical issues efficiently, targeting First Call Resolution (FCR) while driving Customer Satisfaction (CSAT).

Responsibilities

• Deliver technical support over the phone/chat for software, hardware, and peripherals.
• Diagnose and resolve technical issues efficiently.
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) through timely and effective resolution.
• Document all customer interactions and troubleshooting steps in the ticketing system.
• Escalate unresolved issues to higher-level support following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

Requirements

• Excellent verbal communication skills with a neutral accent and active listening abilities.
• Basic networking knowledge (Wi-Fi, LAN, IP configuration).
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a voice-based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs.

Skills

• Windows OS
• Networking
• Technical Support
• Troubleshooting
• Customer Service