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