Technical Support Specialist

5 days ago

Kochi, India DigiFocal IT Solutions Pvt Ltd Full time

Responsibilities: ● Communicate clearly with customers via various mediums to provide exceptional support ● Work with customers to properly diagnose, troubleshoot, and execute requests ● Recommend products or solutions based on customer needs as well as an evaluation of account to ensure long term success ● Install, manage, and troubleshoot software related to our hosting products ● Provide support for a variety of third party software under our Beyond Scope Support umbrella ● Keep apprised of pertinent technological developments and internal communications in order to stay on top of potential customer needs or issues ● Attend ongoing trainings, meetings, and events ● Work with third party vendors to facilitate the resolution of issues ● Create, review, and improve internal documentation ● Provide job shadowing and mentoring ● Serve as an escalation point ● Troubleshoot and support internally developed engineering products Skills, Competencies, and Qualifications: ● 3+ years relevant experience ● Associate’s degree in a related field, or comparable combination of education or relative experience ● Experience within a help desk / call center environment ● Exceptional troubleshooting skills ● Advanced proficiency installing, managing, and troubleshooting the hosting stack and various CMS/Server control panels ● Advanced understanding of server hardware, setups, and common hosting services ● Proven customer service acumen ● Excellent written and verbal communication skills, with emphasis on confidentiality, tact, and diplomacy ● Ability to intelligently prioritize tasks and refactor as new issues emerge ● Strong attention to detail ● Basic project management and coordination acumen ● Basic understanding of Engineered products and related technologies Preferred Qualifications: ● Scripting/coding experience Physical Requirements and Work Environment: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. ● While performing the essential duties of this job, the individual is regularly required to speak and hear ● While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation ● The individual frequently is required to stand and walk ● Works at a desk and computer screen for extended periods of time ● Works in a traditional climate controlled office environment or from home ● Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population

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