Technical Support Engineer at BETSOL in Bengaluru, Karnataka, India

companyDescription
Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.
BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.
BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.
BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.
We take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.
Learn more at betsol.com
jobDescription
About the Role
The Technical Support Engineer (TSE) is responsible for providing high-quality technical assistance to international clients through voice and chat channels. This role focuses on diagnosing and resolving technical issues while maintaining high productivity and a multi-chat environment. The ideal candidate will leverage strong communication skills and technical expertise to ensure 100% customer satisfaction in a fast-paced, 24/7 global support setting.
Responsibilities
TSE will be responsible to provide chat and voice support to our international clients.
Responsible for providing timely and effective resolutions to our clients on basic to complex technical support queries.
Responsible for responding to customers in an efficient and professional manner
Handles and resolves technical queries; identifies and escalates accordingly
Meets expectations regarding productivity as defined by the process
Ensures compliance with all company and departmental policies, procedures, and guidelines
Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
Looking For
1 – 3 years of experience in Technical Support / BPO industry, preferably in chat and voice process.
Freshers with strong communication skills and willingness to learn are also encouraged to apply.
Mandatory Skills
A. Technical / Functional Skills
Excellent communication skills in English (both spoken and written)
Basic to advanced knowledge of computers (software)
Working knowledge of internet and networking
Typing speed - minimum 35 wpm with 100% accuracy
B. Soft Skills
Customer-focused mindset with strong problem-solving skills
Self-motivated and ability to work with minimal supervision
Ability to remain calm and composed in high-pressure situations
Good to Have Skills
Experience working in global support environments
Familiarity with CRM tools like Salesforce and ServiceNow
qualifications
Qualifications
Graduate in any discipline
additionalInformation
5 working days per week and 2 rotational weekly offs (not necessarily Saturday/Sunday)
Willingness to work in 24 x 7 work environment