ADMIN Technical Support

ConfidentialPune, Gurgaon / Gurugram

30+ days ago

Job description

Roles and Responsibilities :

Troubleshooting : Provide technical assistance to customers by diagnosing, troubleshooting, and resolving technical issues related to software, hardware, or network systems.
Issue Resolution : Address and resolve customer technical issues efficiently, escalating complex issues to higher-level support teams if necessary.
Product Support : Assist customers with the installation, configuration, and maintenance of products or services, including setting up software and hardware.
Documentation & Reporting : Maintain clear, accurate, and detailed records of technical issues, solutions, and customer interactions in the company's ticketing system.
Customer Communication : Communicate effectively with customers via phone, email, or chat to gather relevant details about technical problems and provide clear instructions or solutions.
System Testing & Diagnostics : Test and diagnose hardware and software systems to identify potential problems before they affect customers.
Escalation Management : Escalate unresolved or complex issues to senior technical support teams, ensuring proper follow-up until resolution.
Knowledge Base Updates : Contribute to the company's knowledge base by documenting common issues and solutions to assist future troubleshooting efforts.
Product Updates : Keep up-to-date with new product features, system upgrades, and patches to provide accurate advice and troubleshooting steps to customers.
Training & Education : Provide technical training to end-users on the usage, maintenance, and troubleshooting of company products and services.
Remote Support : Offer remote troubleshooting and support via remote access tools to resolve customer issues efficiently.
Customer Feedback : Gather and report customer feedback to improve products, services, and the overall technical support experience.

Skills and Qualifications :

Technical Proficiency : Strong understanding of the company's products and services, with experience in troubleshooting technical issues related to hardware, software, or network systems.

Problem-Solving : Ability to diagnose and resolve technical issues quickly and effectively, with a focus on customer satisfaction.

Communication Skills : Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a simple and clear manner.

Attention to Detail : Ability to accurately record and document technical issues, resolutions, and customer interactions.

Patience & Empathy : A calm and empathetic approach when dealing with frustrated or non-technical customers, ensuring positive customer experiences.

Multitasking : Ability to manage multiple support tickets simultaneously while prioritizing based on urgency and impact.

Technical Tools : Experience with ticketing systems (e.g., Zendesk, Freshdesk), remote desktop software, and other IT support tools.

Time Management : Ability to manage time effectively to meet customer needs within designated timeframes or service level agreements (SLAs).

Team Collaboration : Ability to work collaboratively with cross-functional teams, such as engineering or product management, to address recurring issues and improve product functionality.

Adaptability : Ability to quickly learn new technologies, software, or systems, and stay updated on changes in the technical landscape.

Skills Required

Troubleshooting, Product Support, Documentation, Reporting, System Testing

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Technical Support • Pune, Gurgaon / Gurugram