Technical Support Level 1

3 weeks ago


Kolkata, India Radin Health Full time

1 to 3 years Relevant Experience


Key Responsibilities:


Customer Support:

  • Respond to customer inquiries via phone, email, chat, or ticketing systems.
  • Provide clear instructions and guidance to resolve issues promptly.
  • Maintain a positive, empathetic, and professional attitude during customer interactions.


Troubleshooting and Problem Resolution:

  • Identify and diagnose technical issues related to software, hardware, and network systems.
  • Walk users through step-by-step solutions or perform remote troubleshooting.
  • Escalate unresolved or complex issues to higher-level support teams as necessary.


System Monitoring and Maintenance:

  • Monitor system performance and resolve alerts.
  • Perform routine maintenance, updates, and backups as required.
  • Document and report recurring issues for further investigation.


Documentation and Reporting:

  • Log all support interactions in the ticketing system, including detailed notes on issues and resolutions.
  • Create and maintain technical documentation, FAQs, and user guides.
  • Provide feedback to the product or development teams to improve functionality.


Training and Education:

  • Educate users on system features, best practices, and troubleshooting techniques.
  • Assist with onboarding and training new employees or customers.


Qualifications and Skills:


Technical Knowledge:

  • Proficiency in working with operating systems (Windows, macOS, Linux) and common software applications.
  • Familiarity with hardware components, networking concepts, and troubleshooting tools.
  • Experience with ticketing systems JIRA


Problem-Solving Abilities:

  • Analytical mindset with strong attention to detail.
  • Ability to identify and resolve issues quickly and efficiently.


Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts to non-technical users.


Customer Service:

  • Strong interpersonal skills and empathy for customers.
  • Ability to remain calm under pressure and handle frustrated users professionally.


Organizational Skills:

  • Time management and multitasking capabilities to handle multiple tickets simultaneously.


Preferred Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Prior experience in a technical support role.

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