Position Name : Technical Support Specialist

Location : Hyderabad

Experience Range : 5 - 6 years

Job Description :

Responsibilities :

- Provide timely and accurate technical support to customers via phone, email, chat, and other communication channels.

- Diagnose and resolve customer technical issues, escalating complex problems to senior support or development teams as needed.

- Guide customers through troubleshooting steps and provide clear, concise instructions.

- Maintain a positive and professional demeanor, ensuring customer satisfaction.

- Analyze and troubleshoot software and hardware issues, including operating systems, applications, and network connectivity.

- Research and identify solutions to technical problems using knowledge bases, documentation, and online resources.

- Document troubleshooting steps and resolutions in a clear and organized manner.

- Stay up-to-date with product updates, new technologies, and industry trends.

- Manage and prioritize incoming support tickets, ensuring timely responses and resolutions.

- Track and document all customer interactions and troubleshooting steps in the ticketing system.

- Monitor and report on support ticket trends and identify areas for improvement.

- Contribute to the development and maintenance of the knowledge base by creating and updating articles, FAQs, and troubleshooting guides.

- Identify and recommend improvements to support processes and procedures.

- Proactively identify opportunities to enhance the customer experience

Technical Skills :

- Proficiency in using ticketing systems (e.g , Jira, Zendesk).

- Experience with database querying languages (e.g , SQL).

- Familiarity with API testing tools (e.g , Postman).

- Basic understanding of log analysis tools and techniques.

- Ability to navigate and utilize internal platform tools for data analysis and investigation.

- Understanding of web browser developer tools for troubleshooting.

- Knowledge of common web security concepts (e.g phishing, malware)