Toll Free Engineer – Customer Support

About the Role

We are looking for a Technical Support Engineer to join our service operations team. The role involves handling inbound customer calls, providing first-level technical troubleshooting, and supporting installation, commissioning, and maintenance activities for fire alarm systems. The ideal candidate will act as a key link between customers, field engineers, and internal technical teams to ensure quick and effective issue resolution.

Preferred Skills and Knowledge:

• Handle incoming toll-free calls related to technical support, service requests, commissioning assistance, and customer complaints
• Provide first-level troubleshooting support over phone/email for system-related issues
• Guide customers, technicians, and field engineers during installation, testing, troubleshooting, and commissioning activities
• Diagnose issues remotely and provide technical resolutions to minimize site downtime
• Register, track, and assign complaints/service tickets to the concerned teams whenever onsite support is required
• Coordinate with field service engineers and internal departments for timely issue resolution
• Escalate critical or unresolved technical issues to higher technical support teams
• Maintain accurate records of complaints, troubleshooting activities, resolutions, and customer interactions
• Provide timely updates to customers regarding complaint status and corrective actions
• Support centralized service operations and ensure effective communication between customers, branches, and service teams
• Prepare daily/weekly reports related to complaint handling, technical support activities, and pending issues
• Assist in identifying recurring technical problems and recommend corrective or preventive actions
• Ensure adherence to company response timelines, service standards, and customer support protocols

LET’S TALK ABOUT YOU…

• 2–4 years of experience in customer support, call centre operations, or helpdesk roles
• Good verbal and written communication skills in English. Hindi communication is a must
• Ability to diagnose and resolve technical issues remotely through phone, email, or online support
• Good understanding of installation, testing, and commissioning procedures
• Knowledge of networking basics, IP addressing, LAN connectivity, and device communication will be an added advantage
• Ability to read and understand technical drawings, wiring diagrams, and system architecture
• Familiarity with complaint management systems, ticketing tools, and remote support processes
• Good analytical and problem-solving skills with a technical mindset
• Ability to guide field engineers and customers during troubleshooting and commissioning activities
• Basic knowledge of MS Office applications and report preparation
• Strong communication skills with the ability to explain technical solutions clearly to customers and field teams
• Ability to handle multiple technical support cases simultaneously and work under pressure
• Willingness to learn new technologies, products, and service procedures