Tech Support Engineer (Non-Voice)
Company Name: Tech Mahindra
About Company:
Tech Mahindra is a global consulting service and systems integrator that operates in over 90+ countries, delivering solutions with a unique blend of digital innovation and robust, industry-strong processes. With our promise to help our customers “scale at speed,” we design future state solutions for industry leaders and offer innovative digital experiences that enable them to transform and scale at speed. Our aim is to enable enterprises, associates, and society to Rise for a more equal world, future readiness, and value creation.
Position: Tech Support Engineer
Role: Tech Support (Non- Voice Process)
Experience: Fresher
Job Location: Pune
ELIGIBILITY CRITERIA:
Qualification: BE/B.Tech/BCA/BCS/MCA/MCS CS/IT/ENTC
Pass out Year: 2022/2023/2024
Percentage Criteria: NA
Approx. Package: Between Rs.2,50,000 to Rs..3,00,000/- Per Annum.
Roles and Responsibilities:
1. Respond to technical queries via email, live chat, or ticketing tools.
2. Troubleshoot software, application, and basic hardware issues remotely.
3. Escalate unresolved or complex issues to the appropriate department.
4. Document each customer interaction and maintain accurate records.
5. Provide step-by-step guidance to customers for resolving issues.
6. Monitor system performance (if required) and report issues.
7. Ensure high levels of customer satisfaction by delivering timely and efficient support.
8. Follow standard procedures and protocols for problem resolution.
9. Assist in creating knowledge base content or FAQs for recurring issues.
10. Analyze customer issues to identify trends or patterns for process improvement.
Skills Required
1. Technical Knowledge – Basic understanding of software, networking, and troubleshooting methods.
2. Written Communication – Clear and professional writing for chat and email support.
3. Problem-Solving Skills – Ability to diagnose and resolve issues logically and efficiently.
4. Attention to Detail – Precise logging of customer issues and steps taken to resolve them.
5. Typing Speed & Accuracy – Fast and accurate typing for real-time chats.
6. Patience & Empathy – Calm and supportive tone while dealing with frustrated customers.
7. Time Management – Handle multiple queries and prioritize tickets effectively.
8. Adaptability – Quick learning of new tools, software, and process changes.
9. Team Collaboration – Coordinate with peers and technical teams to resolve escalated issues.
10. Customer-Centric Attitude – Focused on delivering the best possible support experience.
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