Technical Support Specialist

2 weeks ago


Delhi, Delhi, India SMC Group Full time

About the Role:

We are seeking a skilled Technical Support Specialist to provide high-quality technical support to our customers. The ideal candidate will have over four years of experience in resolving complex issues and ensuring excellent service.

Key Responsibilities:

  • Customer Support: Provide prompt, accurate, and courteous technical support via phone, email, and chat to troubleshoot and resolve issues.
  • Issue Diagnosis and Resolution: Identify and analyze the root cause of problems, and provide effective solutions to resolve software, hardware, or network-related issues.
  • Product Knowledge: Develop an in-depth understanding of our products and services to assist customers effectively.
  • Escalation Management: Collaborate with cross-functional teams, escalating issues when necessary to ensure timely resolution.
  • Documentation: Maintain accurate and detailed records of customer interactions and issues in the ticketing system.
  • Continuous Improvement: Actively participate in training sessions and process improvements to enhance team efficiency.
  • Customer Education: Guide customers on best practices and product features to enhance their experience.

Key Qualifications:

  • Experience: 4+ years of experience in a technical support or similar role.
  • Technical Proficiency:
  • Operating Systems: Familiarity with Windows, macOS, and Linux.
  • Networking: Knowledge of basic networking concepts.
  • Software/Hardware Troubleshooting: Proficiency in diagnosing and resolving issues related to software applications and hardware.
  • Databases: Basic knowledge of databases and SQL queries.
  • Cloud Services: Familiarity with cloud platforms is a plus.
  • Tools: Experience with ticketing systems and remote support tools.
  • Problem-Solving: Strong analytical and troubleshooting skills.
  • Communication: Excellent verbal and written communication skills.
  • Adaptability: Ability to work in a fast-paced environment.

Preferred Skills:

  • Customer-Centric Mindset: Passionate about delivering exceptional service.
  • Project Management: Experience in managing technical projects is advantageous.


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