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 DescriptionAbout 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
- Graduate in any discipline
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
Skills Required
- 1-3 years of experience in Technical Support or BPO (freshers encouraged)
- Excellent English communication skills (spoken and written)
- Basic to advanced knowledge of computers (software)
- Working knowledge of internet and networking
- Typing speed minimum 35 WPM with 100% accuracy
- 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
- Graduate in any discipline
- Willingness to work in a 24x7 work environment and rotational shifts
- Experience in global support environments
- Familiarity with CRM tools like Salesforce and ServiceNow
What We Do
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. Our team holds several engineering patents, is recognized with industry awards, and maintains a net promoter score that is 2x the industry average. BETSOL’s open source-based backup and recovery product line, Zmanda (Zmanda.com), delivers 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our work locations are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Our office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com
