It Support Specialist

2 weeks ago

Hyderabad, Telangana, India Glorious Hr Services Full time
Job Description

Key Responsibilities:

- Provide real-time technical support to international clients via chat/email (non-voice).
- Diagnose and resolve software, hardware, OS, browser, network, and basic IT-related issues.
- Escalate complex issues to L2/L3 support teams with proper documentation.
- Guide customers through step-by-step solutions, remote troubleshooting (if applicable), and configuration support.
- Maintain high levels of customer satisfaction, adhering to response and resolution SLAs.
- Document all interactions in the ticketing system with clarity and accuracy.
- Collaborate with internal tech teams to provide feedback and suggest process improvements.
- Stay updated on product and system changes, patches, and updates.

Eligibility Criteria:

- Minimum 12 years of experience in IT Support / Technical Support (Chat or Email preferred).
- Strong knowledge of Windows/Mac OS, browsers, basic networking, antivirus, and troubleshooting tools.
- Excellent written communication skills in English (grammar, clarity, and typing speed >35 WPM).
- Customer-focused with the ability to explain technical concepts to non-technical users.
- Familiarity with ticketing systems (like Zendesk, Freshdesk, Jira, ServiceNow) is a plus.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Willing to work in night shifts/rotational shifts to support international clients.

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