Technical Support Specialist

1 month ago


Mumbai, Maharashtra, India Plutus Ventures Full time

Plutus Ventures is seeking a detail-oriented and customer-focused Technical Support Engineer to join our support team.

The Role

Job Summary

We are looking for a skilled Technical Support Engineer to resolve technical issues, guide users through product functionalities, and collaborate with various teams to deliver high-quality solutions.

Key Responsibilities

  1. Troubleshooting and Issue Resolution
  • Respond to customer inquiries, diagnose technical problems, and provide step-by-step guidance.
  • Analyze, troubleshoot, and resolve hardware, software, and network-related issues.
  • Escalate complex issues to appropriate teams, ensuring timely and efficient resolution.
  1. Customer Interaction
  • Provide excellent customer service by communicating effectively with clients to understand and resolve their issues.
  • Educate customers on product features, best practices, and troubleshooting techniques.
  1. Documentation and Reporting
  • Document all support activities, including troubleshooting steps, resolutions, and client feedback.
  • Contribute to the knowledge base by creating and updating FAQs, manuals, and technical support documentation.
  1. Product and Process Improvement
  • Identify patterns in customer issues and provide feedback to product and engineering teams for improvement.
  • Actively participate in team meetings to share insights, learnings, and suggestions for enhancing the support process.
  1. Collaboration and Continuous Learning
  • Work closely with cross-functional teams (development, quality assurance, product management) to resolve issues and improve customer satisfaction.
  • Stay updated on the latest industry trends, tools, and technologies.

Ideal Profile

Required Qualifications

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • Proven experience in technical support, IT support, or related field.
  • Proficiency in diagnosing software and hardware issues.
  • Strong knowledge of operating systems (Windows, macOS, Linux) and network protocols.
  • Excellent verbal and written communication skills.

Preferred Qualifications

  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE).
  • Familiarity with customer relationship management (CRM) and help desk software (e.g., Zendesk, ServiceNow).
  • Experience with scripting or coding (Python, Bash) is a plus.

What's on Offer?

  • Work within a company with a solid track record of success
  • Excellent career development opportunities
  • Leadership Role


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