Client Support Engineer

Internet Testing Systems (ITS) India is a wholly-owned subsidiary of the parent company, Internet Testing Systems, based in Baltimore, US. As a rapidly growing technology company, we provide cutting-edge software products to the computer-based assessment industry. We are currently seeking experienced team players who possess a positive attitude. Owing to our unique and leading-edge software environment, our employees typically experience a significant enhancement in their skills and knowledge. At Internet Testing Systems, we believe that work should be enjoyable and that nurturing employees is integral to the success of a company.

We are seeking a permanent, full-time Client Support Engineer for our India Team. This office-based role offers a challenging yet rewarding work environment. As part of a team that promotes growth and focuses on both short and long-term goals, you will be expected to adhere to Client Support guidelines. Your responsibilities will include delivering customer support and carrying out remote proctoring activities (such as greeter and proctor roles) across multiple communication channels.

Client Support Engineer Responsibilities:

• Support Calls: Manage incoming support calls efficiently and professionally in an 8 hours shift for a 24x7 support.
• Work Schedule: 24x7 -- 8 hours shift schedule, ensuring consistent availability during these days.
• Communication: Promptly respond to customer inquiries via emails, instant messenger requests and phone calls ensuring clear and concise communication.
• On-call Support: Participate in an on-call rotation schedule for handling after-hours calls and escalations, demonstrating flexibility and commitment.
• Project Assistance: Assist with ad hoc projects and tasks as required, showcasing strong organizational and multitasking abilities.
• Technical Support: Provide basic technical support and troubleshooting for ITS applications, demonstrating a willingness to learn and apply new technical knowledge.

Requirements

• Schedule: to accommodate any 8 hours of shifts including weekends and holidays
• Educational Background: Bachelor’s degree or equivalent experience in an IT environment, preferably with course work in database-related fields
• Operating Systems Knowledge: Familiarity with Windows, Mac, and various mobile operating systems
• Browser Proficiency: Understanding of various web browsers and their functionalities
• Technical Skills: Prior experience with SQL & HTML is highly desirable
• Problem-Solving Skills: Strong troubleshooting and analytical abilities
• Customer Service: Exceptional customer service skills with a customer-first approach
• Communication Skills: Excellent interpersonal and communication skills, both written and verbal
• Multitasking Ability: Proven ability to manage multiple tasks simultaneously
• Network Technologies: Basic understanding of network technologies and their applications
• Industry Knowledge: Familiarity with the testing industry is beneficial

Benefits

• Health Insurance
  
• Optional Group Health Insurance for extended families
  
• PA Insurance
  
• Certification Bonus
  
• Handset Reimbursement
  
• Technology Reimbursement