Technical Support Engineer

Company Description

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

Job Description

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

Additional Information

• 5 working days per week and 2 rotational weekly offs (not necessarily Saturday/Sunday)
• Willingness to work in 24 x 7 work environment