Job Description

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Job Title:Tech Support Engineer-L1


Education: B.E/B.Tech/BCA/MCA/BSC/MSC/B.com


Experience: 2-5 Yrs


Location: CV Raman Nagar Bagmane Tech park-Bangalore


Role & Responsibilities::


This role is a customer-facing position that supports the companys mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process.

Your Key Responsibilities:

  • Actively participates in support of incoming calls 

  • Continuously demonstrates a truly empathetic concern for customer issues

  • Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.

  • Quickly identifies escalations and creates expectation alignment with customers

  • Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.

  • Primary stakeholder to ensure our customers receive prompt support.

    • Troubleshoot and resolve Tier 1 and Tier 2 issues involving any of the following:

  • Fuel dispensers

  • Site Controllers

  • Island terminals

  • EMV terminals

  • Support software applications.(Standalone & Cloud)

  • Hardware Troubleshooting (Wireless devices, Tank gauges, PCB boards, pumps & wiring)

  • Work on basic SQL & SQL queries, Or API scripts .

  • Work on Networking concepts.

  • Database handling/Migration , Basic understanding of DBs.

  • Zendesk Tool/ Any ticketing tool

  • Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.

  • Facilitate field support services to repair products within scope of service.

  • Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

  • Other duties as requested.

    • Must Have Skills:

  • Must have completed B.Sc (Computers/Electronics) / BCA / BBA / BE or equivalent

  • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must

  • Experience with direct customer engagement in a fast-paced customer focused environment

  • Ability to work in rotational shift environment and majorly in the US time zone

  • Ability to work independently with minimal support in Hybrid model.

  • Ability to multi task and has a good typing speed at least 50 words per min

  • Should be 100% conversant to listen, understand and respond in US ascent

  • Document everything and do it with tremendous detail

  • Be a voracious learner and demonstrate growth.

    • Work Arrangement :Hybrid

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