Technical Support Associate

Job Title : Technical Support Specialist

• Responsibilities :
• Analyze and resolve customer incidents through preliminary assessment to product or system issues, debugging, tracking, and optimizing solutions.
• Provide cloud solution support, app installation, release updates & upgrades, testing, deployment, maintenance, and enhancement of software solutions.
• Identify and escalate bugs to engineering for code review and verification of accuracy, testability, functionality, and efficiency.
• Demonstrate knowledge of hardware components : processing, networking, storage.
• Engage with clients on live troubleshooting sessions via telephone, email, or live chat to provide level 1 / 2 support on various products.
• Lead, manage, and drive incidents to resolution, whether reported reactively by customers or proactively through monitoring tools.
• Adhere to incident severity standards, escalating unresolved incidents to Tier 3 at the appropriate time.
• Collaborate with engineering departments, relay technical information to customers in simple language if required.
• Maintain regular communication with customers regarding incident resolution efforts.
• Foster a collaborative team environment as part of our worldwide team.