JOB ID:
ESS-L4-14
Job Title: Sr. Tech Support Engineer - II
Job Type: Full-time
About Void Solutions:
At Void Solutions, we aim to contribute to the global service sector's excellence. Rooted in a commitment to quality, we aspire to provide exceptional services to our clients. Our unwavering dedication to extraordinary services is reflected in our steady growth, even during challenging times. As we expand our global footprint, from India to Dubai, Switzerland, and now Canada, our journey is defined by a passion for excellence and a relentless pursuit of transformative solutions.
Job Description:
The Senior Tech Support Engineer-II is responsible for providing advanced technical support to clients, ensuring the resolution of complex issues, and improving the overall customer experience. This role involves troubleshooting, problem-solving, and working closely with other teams to enhance product reliability and customer satisfaction. The Senior Tech Support Engineer also mentors junior support engineers and contributes to the development of support processes and documentation.
Responsibilities:
Provide expert-level support to customers, resolving complex technical issues related to [product/software/hardware].
Diagnose and troubleshoot technical problems through detailed analysis and customer interaction.
Utilize various diagnostic tools and techniques to identify the root cause of issues.
Communicate with customers via phone, email, and chat to understand their technical problems and provide timely solutions.
Ensure high levels of customer satisfaction by providing clear, professional, and empathetic support.
Follow up with customers to ensure issues are fully resolved and gather feedback for continuous improvement.
Create and maintain detailed documentation of support cases, solutions, and best practices.
Develop and update knowledge base articles, technical guides, and FAQs to assist customers and support team members.
Share technical knowledge and expertise with team members through training sessions and mentorship.
Collaborate with development, QA, and product teams to report bugs, suggest improvements, and test fixes.
Escalate unresolved issues to higher-level technical experts or management when necessary, providing detailed case information.
Participate in cross-functional team meetings to discuss product improvements and customer feedback
Identify opportunities to improve support processes, tools, and workflows to enhance efficiency and customer satisfaction.
Contribute to the development and implementation of new support procedures and policies.
Stay updated with the latest industry trends, technologies, and best practices to ensure high-quality support.
Mentor and train junior support engineers, providing guidance on troubleshooting techniques and customer service skills.
Assist in the onboarding process of new support team members.
Foster a collaborative and supportive team environment.
Requirements:
Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Systems Engineer) are a plus.
Minimum of 10+ years of experience in technical support or a similar role, with a focus on [specific product/technology].
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in [relevant technologies, software, and tools].
Ability to handle multiple tasks and prioritize effectively.
Strong customer service orientation and empathy.
Experience with ticketing systems and support software.
Benefits:
Competitive salary with performance-based incentives.
Opportunities for career growth and advancement.
Training and development programs.
Health insurance and other benefits as per company policy.
Salary Range: INR 8,00,000 - INR 12,00,000 per annum
How to Apply:
If you believe you are the right fit for this role, please send your resume to
careers@voidsolutions.in
. We look forward to hearing from you!
