Technical Support Specialist

3 days ago

Greater Noida, Uttar Pradesh, India beBeeResponsibilities Full time ₹ 7,50,000 - ₹ 15,00,000

Job Title: Technical Support Specialist

Description:

The role of the Technical Support Specialist is pivotal in ensuring client satisfaction through prompt resolution, maintenance, and management of software, hardware, and network issues. This position requires a high level of technical expertise, analytical skills, and effective communication to provide timely solutions.

Key Responsibilities:

  • Ensure timely response to all tickets raised by clients, adhering to defined SLA's to guarantee customer satisfaction.
  • Solutioning service requests while maintaining quality parameters, ensuring a high level of client satisfaction.
  • Maintain custody of client networks, servers, systems, storage, platforms, infrastructure, and equipment, tracking their proper functioning and upkeep.
  • Monitor the number of tickets raised (dial home, email, chat, IMS) and ensure right solutioning as per defined resolution timeframe.
  • Perform root cause analysis of tickets raised and create an action plan to resolve problems, ensuring client satisfaction.
  • Provide acceptance and immediate resolution to high-priority tickets, installing and configuring software and hardware requirements based on service requests with 100% adherence to timeliness as per priority of each issue.
  • Manage client expectations by providing application and user access as per client requirements and requests, ensuring timely solutioning.
  • Track all tickets from acceptance to resolution stage as per resolution time defined by the customer.
  • Maintain timely backup of important data, logs, and management resources to ensure solution quality and maintain client satisfaction.
  • Cross-coordinate with on-site teams for complex problem resolution, ensuring timely client servicing.
  • Review log gathered by Chat BOTS and ensure all service requests/issues are resolved in a timely manner.

Requirements:

  • Technical expertise in software, hardware, and network management.
  • Analytical skills to diagnose and resolve complex issues.
  • Effective communication skills to manage client expectations.
  • Ability to work under pressure and meet deadlines.

Benefits:

  • Opportunity to work with cutting-edge technology.
  • Professional growth and development opportunities.
  • A dynamic and supportive work environment.

How to Apply:

Please submit your application with a cover letter and resume to [insert contact information]. We look forward to hearing from you

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