Technical Support Specialist
1 week ago
About the Company - We are looking for a Senior Support Executive to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with our services. Senior Support Executive responsibilities include handling technical support associates and being familiar with using remote desktop connections to provide immediate support. You will use email, chat, and call to give clients quick answers to product-related queries. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with software queries, and are able to explain technical details simply, we’d like to e-meet you. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical and non-technical queries.
Responsibilities
- Working in the team of Technical Support Associates and performing well.
- Research and identify solutions to software queries.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open queries at one time.
- Prepare accurate and timely reports for yourself and team.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
Qualifications
- 1-2 years of proven experience in the field of technical support.
- Ability to diagnose and troubleshoot basic technical queries.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Understanding of how API works.
- Good to have basic accounting knowledge.
Benefits
- Flexible Work hours.
- Flat Organisation Structure.
- Contribute to the growth of the product.
- Health and Skill Development benefits.
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