Product Support Engineer
Job Description
Job Description – Technical Support Engineer (Email & Voice Support)
Location: Chennai, India
Experience: 0–2 Years
Shift: Night Shift (US Time) / Rotational Shifts
Job Summary
We are looking for a Technical Support Engineer to provide email and voice support to customers by resolving technical issues, troubleshooting products, and ensuring an excellent customer experience. The ideal candidate should possess strong communication skills, basic technical knowledge, and a customer-first approach.
Key Responsibilities
Provide technical support to customers via email and phone.
Respond to customer inquiries, concerns, and product-related requests.
Troubleshoot issues remotely using remote access tools.
Identify, analyze, and resolve technical problems efficiently.
Escalate priority issues according to client-defined processes.
Perform Root Cause Analysis (RCA) for recurring issues.
Ensure First Time Resolution (FTR) wherever possible.
Document customer interactions and update support tickets accurately.
Collaborate with internal teams to resolve complex technical issues.
Deliver excellent customer service while meeting SLA and quality targets.
Required Skills
Good knowledge of Windows and Linux (CentOS/Ubuntu) operating systems.
Basic understanding of storage software, computer hardware, and networking concepts.
Strong troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Ability to work in email and voice support environments.
Good customer handling and problem-solving abilities.
Willingness to work night or rotational shifts.
Ability to multitask and work effectively in a team environment.
Preferred Skills
Knowledge of virtualization technologies.
Familiarity with cloud computing concepts.
Understanding of storage technologies.
Experience in international voice support is an added advantage.
Exposure to remote troubleshooting tools.
Eligibility
Experience: 0–2 years in Technical Support or IT Support.
Freshers with strong technical knowledge and communication skills may also be considered.
Bachelor’s degree or equivalent qualification in Computer Science, IT, or a related field is preferred.
Work Schedule
US Night Shift or Rotational Shift.
Work from Office.
How to Apply
Interested candidates can send their updated resume to careers@vembu.com with the subject line mentioning the role applied for.
