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Technical Support Specialist

Technical Support Specialist

SKS EnterprisesHyderabad
30+ days ago
Job description

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 :

  • Proficiency in using ticketing systems (e.g., Jira, Zendesk).
  • Experience with database querying languages (e.g., SQL).
  • Familiarity with API testing tools (e.g., Postman).
  • Basic understanding of log analysis tools and techniques.
  • Ability to navigate and utilize internal platform tools for data analysis and investigation.
  • Understanding of web browser developer tools for troubleshooting.
  • Knowledge of common web security concepts (e.g., phishing, malware)

    • ref : hirist.tech)

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