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

• 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