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About the role
The Technical Support Representative is the initial point of contact for 1st and 2nd levels of support. The primary function of the Technical Support Representative is to identify technical issues with our customers software and hardware products and provide solutions to problems raised by their customers. The position acts as an advocate for the customer and a liaison between internal departments and external clients. The individual shall demonstrate exceptional technical skills, judgment, investigation, and problem-solving, as well as communication to effectively maintain a cooperative working relationship with fellow managers, employees, and other affiliations Responsibilities: Acts as customer advocate, responsible for resolving customer requests both internally and externally. Responsible for receiving, logging, and responding to all post acceptance support requests. Identifies customer issues, finds solutions or proceeds with the escalation process. Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration Documents clear descriptions of issues & problems from customers. Logs continuous progress of issues through resolution. Proactively works with clients to ensure system uptime and optimal use of system functionality. Ensures efficient and timely means of providing problem diagnosis, troubleshooting, and solution for customer. Provides clear answers, explanations, and resolutions to customers. Assists internal departments with ongoing project issues. Develops technical documentation, FAQs, and maintains a knowledge database. Skills Required: Minimum 3 years of experience troubleshooting networking, software, hardware, and communications technologies. Experience in a Call Center/Help Desk environment Strong knowledge in networking, databases, and software application troubleshooting Strong knowledge of hardware and software components Proficient with call tracking software Strong communication skills including oral, written, and customer approach. Strong time management skills Bachelors Degree in Engineering or Computer Engineering What's in it for you/Benefits for working for us: Competitive Salary Hybrid work culture Flexible work timings Family Group Medical Health Insurance Group Accidental Insurance Leave encashments (Gross, not just base salary) Regular Fun and Sports activities. Birthday/Anniversary Celebrations Other benefits like Gratuity, PF/VPF, maternity, etc.
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