41 IT Support Personnel jobs in Malappuram

Company Description

ACIX Middle East is a professionally managed strategic partner for end-to-end security. Based in Dubai, UAE, ACIX has expanded to Doha, Muscat, Abu Dhabi, and Riyadh. The company assists resellers, system integrators, and installers with a wide range of technological solutions including access control systems, IP CCTV storage, and video management systems. Known as a strategic partner, ACIX supports projects throughout their lifecycle, providing distribution, supply, and technical support.

Role Description

This is a full-time remote role for a Technical Support Engineer. The Technical Support Engineer will be responsible for providing technical support, troubleshooting issues, and offering solutions to customers. Daily tasks include responding to customer inquiries, resolving technical problems, and ensuring customer satisfaction. The role requires a strong understanding of ACIX products and a commitment to excellence in customer service.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for problem-solving
• Customer Support and Customer Service skills
• Excellent communication skills
• Ability to work independently and remotely
• Experience in the security and AV solutions industry is a plus
• Bachelor's degree in a related field or equivalent experience

We are looking to add product specialists to our growing support team at LithosPOS. As a SaaS company, our support is 24/7 and is required to be instant. We take pride in our excellent customer service and are looking for individuals who can adapt to and maintain our high standards.

The job will require that you provide immediate support to our users via Chat/Phone/Email. So most of your day will be spent responding to and following up on questions raised on Chat/Phone/Email. You might be required to occasionally get on a call with users to help onboard or troubleshoot issues.

Responsibilities

• Responsible for the customer support experience with LithosPOS
• Troubleshoot issues and provide efficient and prompt resolution to customers within timelines.
• Provide support to customers through Live Chat, Email / Phone
• Ensure quality resolution to avoid escalations from customers and reopening of an issue
• tickets.
• Escalate critical issues to cross-functional teams to ensure quick resolution and coordinate with the product development team on bug fixes.
• Assume responsibility for developing detailed knowledge about specific products.
• Ensure internal knowledge reference pages are updated.
• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Work in rotational shifts, including nights, to support our global customer base

Qualifications

Language Qualification

English Language: fluent in reading, writing, and speaking.

• Strong problem-solving and troubleshooting skills, and the ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions
• Excellent Communication Skills – verbal, listening, and written (including technical writing).
• Passion for technology, lifelong learning, and professional development.
• Experience in one or more of these areas is desirable
• Experience troubleshooting Open Source Databases like MySQL,
• Experience troubleshooting SAAS applications
• Basic Networking, Storage, and Platform troubleshooting skills.

Job Type: Full-time

Pay: ₹15, ₹25,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• Are you comfortable working in 24/7 rotational shifts, including night shifts?
• We must fill this position urgently. Can you start immediately?

Experience:

• Technical Support: 1 year (Required)
• Point of Sale (POS) Systems: 1 year (Preferred)

Language:

• English (Required)

Work Location: In person

Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance over the phone.
• Listen attentively to client issues and inquiries, providing accurate information and solutions.
• Guide clients through technical processes and resolutions.
• Understand client issues and discuss with technical team.
• Effectively handle risky client interactions by remaining calm, empathetic, and composed.
• Keep up-to-date with product knowledge, services, and technical aspects.
• Provide exceptional customer service while maintaining a friendly and professional demeanor.

Qualifications:

• Strong communication skills, both verbal and written.
• Patience, empathy, and the ability to explain technical details clearly.
• Basic understanding of technical concepts and problem-solving techniques.
• Previous experience of 1 years or more in customer service or technical support is a plus.
• Ability to handle and manage risky client interactions in a fast-paced environment.
• Good organizational skills and attention to detail.
• Familiarity with support ticketing systems is advantageous.

Job Types: Full-time, Internship

Pay: ₹10,000.00 per month

Education:

• Bachelor's (Preferred)

Language:

• English (Preferred)

Work Location: In person

We are looking to add product specialists to our growing support team at
LithosPOS
. As a SaaS company, our support is 24/7 and is required to be instant. We take pride in our excellent customer service and are looking for individuals who can adapt to and maintain our high standards.

The job will require that you provide immediate support to our users via Chat/Phone/Email. So most of your day will be spent responding to and following up on questions raised on Chat/Phone/Email. You might be required to occasionally get on a call with users to help onboard or troubleshoot issues.

Responsibilities include being able to answer questions about the product, help new users with onboarding, and troubleshoot issues. Support reps are expected to be product experts and double up as pre-sales engineers. You will be the voice of the customer and the face of LithosPOS. As such, you will listen between the customer and engineering, and product teams. You will also represent the customer and provide the right insights to the product team.

Responsibilities

• Responsible for the customer support experience with LithosPOS
• Troubleshoot issues and provide efficient and prompt resolution to customers within timelines.
• Provide support to customers through Live Chat, Email / Phone
• Ensure quality resolution to avoid escalations from customers and reopening of an issue
• tickets.
• Escalate critical issues to cross-functional teams to ensure quick resolution and coordinate with the product development team on bug fixes.
• Assume responsibility for developing detailed knowledge about specific products.
• Ensure internal knowledge reference pages are updated.
• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Work in rotational shifts, including nights, to support our global customer base

Qualifications

Language Qualification

English Language: fluent in reading, writing, and speaking.

• Strong problem-solving and troubleshooting skills, and the ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions
• Excellent Communication Skills – verbal, listening, and written (including technical writing).
• Passion for technology, lifelong learning, and professional development.
• Experience in one or more of these areas is desirable
• Experience troubleshooting Open Source Databases like MySQL,
• Experience troubleshooting SAAS applications
• Basic Networking, Storage, and Platform troubleshooting skills.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/ B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/ B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.