Associate Software Engineer

Your Role

• Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

Your Profile

• This is a 24×7 Level 1 IT Service Desk role.
• The role primarily supports Indian evening and night shifts.
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a voice-based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs
• Windows operating systems (installation, updates, error resolution)
• Device drivers and software compatibility
• Hardware components and peripheral troubleshooting
• Basic networking (Wi-Fi, LAN, IP configuration)