Technical Customer Support Engineer

✔ Age: Candidates must be between 24 and 32 years old.

✔ Analytical & Troubleshooting Skills: Strong analytical thinking and technical troubleshooting abilities are required.

✔ Customer Support Experience: Previous experience in customer support or technical helpdesk roles will be preferred.

✔ Technical Knowledge: Basic understanding of web hosting, DNS, servers, and IT infrastructure will be considered an advantage.

✔ Communication Skills: Excellent communication skills with a strong focus on customer satisfaction and service quality.

✔ Teamwork & Shift Flexibility: Ability to work independently as well as collaboratively within a team while being comfortable working across multiple rotational shifts.

Role Overview

XeonBD is looking for a Technical Customer Support Engineer to serve as the first point of contact for customers. The role involves providing high-quality technical support, troubleshooting web hosting and infrastructure-related issues, and ensuring a smooth, reliable, and positive customer experience.

You will work closely with a dynamic technical team, where your technical knowledge, troubleshooting ability, and problem-solving skills will contribute directly to service quality and customer satisfaction.

Work Schedule – Rotational Shift System

✔ Morning Shift: 08:00 AM – 04:00 PM (On-site)

✔ Day Shift: 10:00 AM – 06:00 PM (On-site)

✔ Evening Shift: 06:00 PM – 02:00 AM (Work From Home)

✔ Night Shift: 12:00 AM – 08:00 AM (Work From Home)

Key Responsibilities

✔ Provide prompt, professional, and effective customer support through live chat, ticketing systems, and phone calls.

✔ Handle customer support requests from initial contact through resolution and completion, ensuring timely follow-up.

✔ Troubleshoot technical issues related to web hosting, DNS, servers, operating systems (OS), and applications.

✔ Install, configure, update, and maintain operating systems and software as required.

✔ Monitor system performance, respond to alerts, and take appropriate action during technical incidents.

✔ Perform routine system maintenance and help ensure service stability, reliability, and smooth operation.

✔ Collaborate with internal technical and support teams to improve service quality, customer experience, and operational processes.

✔ Assist with technical documentation, reporting, and knowledge sharing to strengthen internal support resources.