Customer Support Engineer- Sinhala speaking

Role Overview: You will be working as a full-time, on-site Customer Support Engineer (Sinhala speaking) in Chennai. Your main responsibility will be to handle inbound and outbound customer interactions in Sinhala and English through phone, email, and chat channels. You will need to provide timely and accurate responses to customer queries, diagnose and resolve basic technical issues, guide customers through troubleshooting steps, and escalate complex cases to higher-level support when necessary. Additionally, you will be documenting cases in the ticketing system, following standard operating procedures, and collaborating with internal teams to ensure prompt issue resolution. Your role will also involve contributing to knowledge base updates and providing feedback on recurring issues to enhance products and services. Key Responsibilities: - Handle inbound and outbound customer interactions in Sinhala and English - Provide timely and accurate responses to customer queries - Diagnose and resolve basic technical and account-related issues - Guide customers through troubleshooting steps - Escalate complex cases to higher-level support as needed - Document cases in the ticketing system - Follow standard operating procedures - Collaborate with internal teams for issue resolution - Contribute to knowledge base updates - Provide feedback on recurring issues for product and service improvement Qualifications: - Strong customer-facing skills in Sinhala and English - Technical support and troubleshooting skills - Experience or aptitude in field service or on-ground support coordination - Prior experience in a contact center, help desk, or BPO environment preferred - Comfort using CRM or ticketing tools - Basic computer proficiency - Strong problem-solving attitude - Ability to work in rotational shifts - Minimum high school diploma; diploma or degree in IT, engineering, or related field is a plus Role Overview: You will be working as a full-time, on-site Customer Support Engineer (Sinhala speaking) in Chennai. Your main responsibility will be to handle inbound and outbound customer interactions in Sinhala and English through phone, email, and chat channels. You will need to provide timely and accurate responses to customer queries, diagnose and resolve basic technical issues, guide customers through troubleshooting steps, and escalate complex cases to higher-level support when necessary. Additionally, you will be documenting cases in the ticketing system, following standard operating procedures, and collaborating with internal teams to ensure prompt issue resolution. Your role will also involve contributing to knowledge base updates and providing feedback on recurring issues to enhance products and services. Key Responsibilities: - Handle inbound and outbound customer interactions in Sinhala and English - Provide timely and accurate responses to customer queries - Diagnose and resolve basic technical and account-related issues - Guide customers through troubleshooting steps - Escalate complex cases to higher-level support as needed - Document cases in the ticketing system - Follow standard operating procedures - Collaborate with internal teams for issue resolution - Contribute to knowledge base updates - Provide feedback on recurring issues for product and service improvement Qualifications: - Strong customer-facing skills in Sinhala and English - Technical support and troubleshooting skills - Experience or aptitude in field service or on-ground support coordination - Prior experience in a contact center, help desk, or BPO environment preferred - Comfort using CRM or ticketing tools - Basic computer proficiency - Strong problem-solving attitude - Ability to work in rotational shifts - Minimum high school diploma; diploma or degree in IT, engineering, or related field is a plus