Job Description

We are Sisco Jobs, a recruitment consultancy based in Trichy, Tamil Nadu. We are hiring on behalf of our client for the position of Technical Support Engineer in Chennai, Tamil Nadu. Our client is a reputed organization in the IT / Technical Support Services sector seeking skilled, motivated professionals. If you meet the requirements below, apply early as positions are limited.

Key Responsibilities

• Provide voice-based technical support to international and domestic customers through inbound and outbound calls.
  
• Diagnose customer-reported technical issues and provide appropriate troubleshooting assistance.
  
• Focus on first-time resolution while maintaining high customer satisfaction standards.
  
• Communicate technical instructions clearly and confidently to customers over the phone.
  
• Escalate complex technical problems to the appropriate technical team and coordinate for faster resolution.
  
• Track recurring technical issues and communicate relevant observations to internal teams.
  
• Collaborate with the technical content team to identify missing, unclear, or outdated information in help modules.
  
• Maintain professional customer interactions while working in a night-shift support environment.
  

Required Skills

1. Technical Troubleshooting: Ability to diagnose technical problems systematically and guide customers toward appropriate resolutions.
   
2. Voice Technical Support: Experience handling technical queries through inbound and outbound telephone support.
   
3. Issue Resolution: Ability to identify root causes, apply troubleshooting procedures, and work toward first-time resolution.
   
4. Technical Escalation: Understanding of when and how unresolved incidents should be escalated to specialist technical teams.
   
5. Support Documentation: Ability to identify documentation gaps and contribute feedback for improving technical help content.
   

Preferred Skills

• Experience supporting international customers.
  
• Familiarity with ticketing/help-desk systems and structured incident management.
  
• Knowledge of knowledge-base and technical support documentation processes.
  

Work Experience Requirements

The position requires 3 years of experience. Candidates should preferably have hands-on experience in technical/customer support environments involving troubleshooting, voice interactions, issue escalation, and coordination with technical teams.

Experience supporting international or domestic customers over telephone-based support channels will be advantageous.

Education