Technical Support Specialist

Position Name : Technical Support Specialist

Location : Hyderabad

Experience Range : 3 - 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 :

ref : hirist.tech)