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
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
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