Technical Support Specialist

HR Central

Duties and responsibilities

• Provide technical and application support via phone as per the queues and customer needs.

• Understand the issue reported and ensure accurate resolution to customers, backed with complete documentation.

• Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time, including the correct use of knowledge base articles.

• Contributes to new procedures and updates as needed.

• Works closely with Level 2 engineers to communicate and duplicate customer issues (in lab) and solve complex problems to provide customers with all-in-one support and solution experience.

• Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the Sr. Manager.

Qualifications

• Only Science Graduates/Post Graduates

Experience

• Technical Customer Support experience from 1-3 years in troubleshooting; relevant exposure and experience in software applications (Android & iOS), building management systems, access control systems, enterprise & building system integrations, APIs, BACnet, HTTPS, server-based offerings, and calendaring systems (., Outlook, etc.) is desirable.

• Voice and phone support experience is a must (especially North American region)

• Electronic background would be an add on skill

Knowledge, skills, and abilities required

• Excellent verbal and written communication skills (email writing skills)

• Good overall knowledge of related software offerings

• Basic level of proficiency in Microsoft Office Excel and Outlook

• Strong customer service know-how

• Good interpersonal and problem-solving skills

• Ability to work independently and / or in a team environment

• Ability to work in shifts: all time zone in US (primarily to IST.)

• Experience

  4 - 10 Years

• No. of Openings

  22

• Education

  B.C.A, B.E, B.Sc, M.C.A, M.Tech, M.Sc

• Role

  Technical Support Specialist

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office