(15h Left) Technical Support Level 1

3 weeks ago


Delhi, 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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