Online Technical Support Engineer

We are looking for a dedicated Technical Support Specialist to join our team and provide expert troubleshooting and resolution for customer issues related to Multinet products and solutions. This role focuses on delivering exceptional customer service from the initial contact through to problem resolution, ensuring a high level of customer satisfaction. The ideal candidate will be organized, capable of working independently, and possess strong communication skills to engage professionally with customers. The position demands multitasking abilities and effective management of customer expectations in a fast-paced environment.

Key Responsibilities

- Troubleshoot and resolve customer issues related to Multinet products and solutions efficiently and accurately.
- Maintain high customer satisfaction by providing clear communication and ticket numbers for reference throughout the support process.
- Deliver technical support via phone, assisting customers with installation, operation, and troubleshooting of Customer Premises Equipment (CPE) and other related products.
- Respond promptly to both internal and external customer inquiries regarding complaints and service requests, aiming to enhance the functionality of services and vendor equipment.
- Accurately document and log all customer interactions and queries into the support database.
- Prepare detailed documentation of problem descriptions and findings, escalating complex issues to the appropriate teams when necessary.
- Take ownership of complex customer problems, ensuring resolution aligns with company support policies and customer satisfaction goals.
- Manage incoming calls by logging and qualifying issues, prioritizing based on severity, and communicating clear action plans to customers.
- Diagnose technical problems using advanced tools and collaborate with other teams to identify root causes and solutions.
- Communicate solutions effectively to clients and internal teams, agreeing on actionable next steps.
- Assign complaint tickets to relevant departments to ensure timely resolution.

Required Qualifications

- Bachelor’s degree in Telecom, Electronics, Computer Science, or a related technical field (B.E/B.S).
- Ability to work effectively under pressure in a fast-paced environment.
- Strong problem-solving skills combined with the ability to maintain positive relationships with clients and team members.
- Excellent time management skills, with the capability to prioritize tasks and manage multiple responsibilities simultaneously.
- Professional demeanor, punctuality, and the ability to follow instructions and company policies diligently.

Additional Information

This is a full-time position suitable for fresh graduates and requires in-person attendance. The role offers a starting salary from Rs. 55,000 per month. Candidates should be prepared to work independently while contributing positively to a collaborative team environment.

If you are a motivated individual with a technical background and a passion for customer service, this opportunity offers a strong foundation to grow your career in technical support.