Technical Support Specialist

3 weeks ago

bangalore, India OnSolve Full time

Technical Support Specialist – Level 1 assists end-user customers with products and services by providing exceptional customer service (domestically and/or internationally) in an inbound technical support Environment. Leverage product knowledge to assist customers and troubleshoot product inquiries and potential technical difficulties. Responsible for supporting customers’ short-term and long-term satisfaction and retention.

 

Responsibilities

•Act as primary responder for Technical Support Specialist in prompt, professional, and thorough manner for cases from Customer Support – Tier 1.
•Assist with inbound phone calls, emails, and/ or chats from customers where necessary.
•Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy, so the ability to work well under pressure is key.
•Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
•Advanced understanding of software’s core system functionality.
•Comfortable delivering presentations or training sessions to internal teams or customers.
•Understanding of software’s core system functionality including Web Services SOAP and REST API.
•Review system log information for errors and faults and then escalate customer issues to the appropriate team level.
•Document all customer interaction and system issues in the company CRM tool, analyze statistics, and maintain customer materials.
•During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
•Participate in rotational shifts to provide on-call coverage within the department.
•Collaborate, communicate effectively, and share appropriate information with customers, within the department,and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience,courtesy, and a positive demeanor.
•Ability to self-organize, strategically plan, pay attention to details, and prioritize.
•Experience in troubleshooting software and hardware issues for both desktop and mobile platforms.


Qualifications

•Minimum of 5 years of experience in technical support roles, preferably in a product-based organization.
•Previous customer service experience via phone and emails.
•Proficiency in troubleshooting technical issues and providing clear and concise instructions to customers.
•Proficiency in empathetic communication to build rapport and establish trust with customers, particularly during challenging situations.
•Familiarity with CRM systems and ticketing tools for managing customer inquiries.
•Proficient in using CRM tools such as Salesforce, Zoho, Jira, Confluence, etc.
•Demonstrated ability to finesse and diffuse difficult interactions with customers.
•General PC and application knowledge – Microsoft Office suite of tools and web browsers
•Strong problem-solving skills and a customer-centric approach to support.

Preferred Qualifications

•4-year College Degree.
•Bachelor’s degree in computer science, information Technology, or related fields.
•Experience working with SaaS products and cloud-based solutions.
•Excellent communication skills with a strong command of written and spoken American English.
•Having technical Certifications will give additional advantage.

Compensation & Benefits

•Health, Life and additional supplemental insurance
•Paid time off and personal days
•Paid holidays


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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