Technical Support Specialist

5 days ago


Cochin, Kerala, India Global Infonet Inc Full time

Job Title: Technical Support Specialist

Job Summary: We are seeking a skilled Technical Support Specialist to provide application and technical support to our clients. The ideal candidate will have experience in handling U.S. clients, excellent communication skills, and a strong understanding of troubleshooting software applications.

Key Responsibilities:

  • Provide first-level support for clients through voice and email, ensuring all issues are addressed promptly and professionally.
  • Troubleshoot and resolve technical issues related to our software applications.
  • Efficiently manage support tickets by prioritizing, tracking, and resolving customer queries within SLA timelines.
  • Deliver high-quality voice support, particularly for U.S. clients, ensuring clarity, patience, and problem-solving skills during interactions.
  • Respond to client emails in a timely and professional manner, ensuring clear communication and documentation of solutions.
  • Document and escalate unresolved issues to higher levels of support as necessary, providing detailed insights for faster resolution.
  • Monitor the progress of open tickets and ensure timely closure of all support requests.
  • Ensure high levels of customer satisfaction by providing efficient, accurate, and courteous support.
  • Work closely with internal teams (development, QA, etc.) to ensure that customer issues are addressed efficiently and that solutions are communicated clearly to clients.
  • Maintain and update internal documentation, FAQs, and troubleshooting guides to support team knowledge sharing.

Required Skills:

  • Minimum 2 years of experience in Technical/Application Support.
  • Experience with U.S. client support, particularly in voice and email channels.
  • Strong troubleshooting skills in software applications.
  • Proficient in ticketing systems (e.g., Zendesk, Jira, ServiceNow) to manage and track customer issues.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Familiarity with SLA management and escalation protocols.
  • Customer service orientation with a proactive problem-solving mindset.
  • Willingness to work in shifts, including time zones supporting U.S. clients (EST/PST preferred).

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience with cloud-based applications and services (e.g., AWS, Azure).
  • Knowledge of SQL, networking, and system configurations is a plus.
  • Prior experience in supporting SaaS-based products.


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