Technical Support Specialist

2 days ago

pune, India Irth Solutions Full time

COMPANY SUMMARYReady for an exciting career with a technology firm that is working on cutting-edge products? Then come join the Irth Land Management team and be part of a software-product organization that has a cool work culture, great work atmosphere and amazing growth potential. Irth Land Management is currently seeking a Technical Support Specialist to join our team.The successful candidate will be a strong team player who is able to handle multiple projects at once. He or she will be skilled at problem solving with technology. Irth Land Management focuses on providing innovative software solutions for managing land rights and infrastructure assets.Irth Land Management was founded on a simple notion: Deliver innovative technology solutions while forming lasting relationships with our clients.JOB SUMMARYThe Technical Support Specialist is an important resource for our company – supporting our clients and ensuring their satisfaction is the number one responsibility. The perfect candidate for this position would be detail oriented, outgoing and have an interest in problem solving.RequirementsMonitoring Irth Land Management' trouble tickets (Freshdesk) incoming queuea)   Confirm each ticket has standard information needed to replicate the issueb)   Respond as needed to receive correct information (via written English) in ticketing tool(s)c)    Reproduce the issue in lower (test) environment and document exact steps to duplicated)   Enter Work item ticket (Azure DevOps) for development teame)   Update Freshdesk Ticket accordinglyf)    Help create and maintain Daily report to review with Product Support Specialist on activity for the day.Collaborate closely with our US-based Product Support team to ensure our clients receive exceptional serviceDevelop extensive Irth Land Management products and industry knowledge that is required to enable this position to efficiently review and process clients' reported issuesProvide demo of functionality to our documentation team relating to required documentation updatesPreliminary review of all product documentationInitial point of contact for Development team on questions about any specific work-item ticket (Azure DevOps)Validate product deployments (releases) in higher environments (UAT, Support, Client onsite, etc.)Keep all outstanding Freshdesk & Azure DevOps  tickets updated with correct status and escalate those that require action from othersSKILLS/EXPERIENCEShould have 4-5 Years of Relevant ExperienceStrong analytical & problem-solving skills to help determine and/or troubleshoot client issuesExcellent and fast decision-making skills for problem identification and solution recommendationStrong written and verbal English communicationAbility to communicate professionally by phone and email, including explaining technical terms in non-technical waysExperience using the Microsoft Office suite (Word, Excel, Outlook, etc.)Experience using multiple web browsers (Internet Explorer, Chrome, etc.)Experience diagnosing/troubleshooting technical issues Basic SQL knowledge helpful, but not required.EDUCATIONBachelor's degree in communications, business, computer science or related degree preferred but not required.BenefitsWHAT IS IN IT FOR YOUBeing an integral part of a dynamic, growing company that is well-respected in its industryCompetitive pay based on experience.

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