Customer Support Engineer
Ascendion
Job Description
Role OverviewWe are looking for a Technical / Customer Support Engineer with 1-2 years of experience in a voice-based support and customer service environment. The role involves handling inbound/outbound calls, providing technical assistance to the US customers and ensuring strict process adherence (especially security-sensitive requests) , and delivering a high-quality customer experience. This role requires strong communication skills, troubleshooting ability, and disciplined compliance with verification and operational procedures.
Key Responsibilities Handle inbound technical support calls in a professional and structured manner Diagnose and troubleshoot issues related to:o Password resets & account unlockso MFA resetso Email and collaboration toolso VPN and connectivityo Basic desktop / application issues Provide step-by-step guidance to end users Strictly follow identity verification procedures before performing resets Adhere to password reset and MFA reset protocols Validate registered mobile numbers and follow callback process when required Escalate suspected social engineering attempts Maintain detailed and accurate call documentation Log incidents and service requests in ITSM tool accurately Capture troubleshooting steps clearly Ensure proper categorization and priority assignment Update tickets with complete work notes and closure details Demonstrate clear communication and active listening Maintain professionalism and composure during challenging calls Follow call scripts and quality guidelines Escalate complex issues to L2/L3 teams as per SOP Follow defined escalation matrix Participate in refresher trainings and compliance sessions Skills & Qualifications 1-2 years of experience in a customer services / service desk voice process Strong troubleshooting skills (Windows, email, VPN, basic networking) Excellent spoken and written English communication skills Strong understanding of identity verification protocols Experience using ITSM tools (ServiceNow preferred) Ability to work in rotational shifts