Customer Support Engineer

Role Overview

We are looking for a Technical / Customer Support Engineer with 1–2 years of experience in a voice-based support and customer service environment. The role involves handling inbound/outbound calls, providing technical assistance to the US customers and ensuring strict process adherence (especially security-sensitive requests) , and delivering a high-quality customer experience. This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.

Key Responsibilities

· Handle inbound technical support calls in a professional and structured manner

· Diagnose and troubleshoot issues related to:

o Password resets & account unlocks

o MFA resets

o Email and collaboration tools

o VPN and connectivity

o Basic desktop / application issues

· Provide step-by-step guidance to end users

· Strictly follow identity verification procedures before performing resets

· Adhere to password reset and MFA reset protocols

· Validate registered mobile numbers and follow callback process when required

· Escalate suspected social engineering attempts

· Maintain detailed and accurate call documentation

· Log incidents and service requests in ITSM tool accurately

· Capture troubleshooting steps clearly

· Ensure proper categorization and priority assignment

· Update tickets with complete work notes and closure details

· Demonstrate clear communication and active listening

· Maintain professionalism and composure during challenging calls

· Follow call scripts and quality guidelines

· Escalate complex issues to L2/L3 teams as per SOP

· Follow defined escalation matrix

· Participate in refresher trainings and compliance sessions

Skills & Qualifications

· 1–2 years of experience in a customer services / service desk voice process

· Strong troubleshooting skills (Windows, email, VPN, basic networking)

· Excellent spoken and written English communication skills

· Strong understanding of identity verification protocols

· Experience using ITSM tools (ServiceNow preferred)

· Ability to work in rotational shifts