Technical Support Specialist

Location

Bangalore | India

Job description

The Opportunity

The Technical Support Specialist, Tier 1, is a crucial role within our technical support team, responsible for providing initial and technical solutions to address customer inquiries and technical issues that are impacting their own business and of the utmost import. This entry-level position requires a blend of strong communication skills, strong technical knowledge, and a customer-centric approach to ensure timely and effective support for our users. By effectively addressing their technical inquiries and issues, this role contributes to a positive customer experience, sets the tone for exceptional support, and plays a key role in ensuring the overall satisfaction of our user base. This is the perfect opportunity for an individual with strong technical skills who is focused on providing exceptional customer experience in a fast-paced environment to continue their professional growth.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Actively listen to customer inquiries, gather relevant information, and provide accurate and appropriate solutions.
• Deliver friendly, professional, and empathetic support to customers, maintaining a positive customer experience.
• Diagnose and resolve technical issues using your own product expertise to investigate the direct cause while working with the training & management team to create guidelines and procedures for repeat issues.
• Escalate especially complex or unresolved issues to higher-tier support teams, tracking the issues through to resolution for your own expanding expertise.
• Document customer interactions, including issues, solutions, and relevant details, in our support ticketing system.
• Clearly and concisely explain technical solutions to customers, adjusting communication style to suit their technical proficiency.
• Keep customers informed about the status of their inquiries, expected resolutions, and follow-up actions.
• Seek feedback from customers to help improve support processes and enhance the customer experience.
• Develop a foundational understanding of our products, services, and basic technical functionalities.
• Stay informed about product updates, changes, and common technical issues to provide accurate and up-to-date information.
• Collaborate effectively with colleagues and higher-tier technical support teams to ensure customer issues are resolved promptly.
• Share insights and trends from customer inquiries to help identify potential product improvements or training needs.
• Follow established support procedures and guidelines for issue handling, escalation, and resolution.
• Contribute to the maintenance and improvement of our knowledge base by documenting solutions and best practices.

Essential Education & Experience Required

• Bachelor's Degree or higher in Information Technology, Information Systems, Computer Science, or related field.
• 2+ years' experience in a technical support role.
• Strong customer service skills and a passion for assisting customers with technical inquiries
• Excellent technical troubleshooting experience in an exploratory environment where templates & workflows would not normally suffice.
• Basic understanding of computer hardware, operating systems, and software applications.
• Excellent communication skills, both written and verbal, with a focus on delivering exceptional customer service with companies based in EMEA/US market.
• Familiarity with helpdesk software, ticketing systems, or customer relationship management (CRM) tools is beneficial.
• Ability to work in a fast-paced environment, handle multiple tasks, and adapt to evolving priorities.

Job tags

Salary