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Technical Support Specialist

2 months ago

Pune, India Intangles Full time

We are looking for Executive- L2 Support (US Process) who will provide technical product support to our US clients and coordination between internal tech team.


Experience: 1 to 2 years

Qualification: BE (Computers/ Information Technology)/ MCA


Job Description:

Technical Skills:

Global Tech Support:

Experience with remote support and handling a global user base

Ability to work across different time zones and cultures.

Application Support:

Proficiency in application maintenance and performance monitoring.

Skills in troubleshooting software issues and managing patches.

Support Engineer:

Expertise in resolving technical issues and performing root cause analysis.

Familiarity with service desk operations and ticketing systems like Freshdesk and JIRA

Troubleshooting:

Competence in using diagnostic tools and analyzing logs.

Ability to resolve errors and optimize performance.

Incident Management:

Knowledge of incident response and reporting.

Skills in managing escalations and adhering to SLAs.


Soft Skills:


Communication Skills:

Excellent written and spoken English.

Ability to communicate effectively with US clients and internal teams.

Problem-Solving:

Strong analytical skills to identify and resolve issues.

Creative thinking to find innovative solutions.

Customer Service:

Ability to provide high-quality support and maintain customer satisfaction.

Skills in managing customer expectations and handling difficult situations.

Skills in prioritizing tasks and meeting deadlines.

Team Collaboration:

Ability to work effectively with cross-functional teams.

Skills in coordinating with sales, account management, and backend teams.

Adaptability:

Flexibility to adapt to changing requirements and environments.

Ability to learn new technologies and processes quickly.

Ability to identify and correct errors.


Key Responsibilities:

  • Provide real-time remote technical support to clients based in US and Canada
  • Troubleshoot and resolve application-related issues, ensuring minimal downtime.
  • Escalate bugs/issues in a timely manner to backend teams and follow up until resolved
  • Monitor system performance and manage incidents
  • Perform root cause analysis and implement solutions to prevent recurrence.
  • Manage and resolve tickets using systems like FreshDesk and JIRA
  • Collaborate with cross-functional teams to ensure timely resolution of issues.
  • Maintain and update the knowledge base with solutions and best practices.
  • Provide excellent customer service and maintain high levels of customer satisfaction.