Technical Support Specialist for Cloud Solutions

3 weeks ago


Cochin, Kerala, India Reply Full time
About the Role

We are seeking a highly skilled Technical Analyst I to join our team at Valorem Reply, part of Reply Ltd. As a key member of our Technical Services team, you will play a vital role in delivering exceptional customer experiences by providing technical support and guidance to our clients.

Key Responsibilities
  • Technical Support and Guidance - Collaborate with customers to diagnose and resolve complex technical issues, providing effective solutions and ensuring timely issue resolution.
  • Support Ticket Management - Manage and prioritize support tickets in accordance with Service Level Agreements (SLAs), ensuring effective follow-up and resolution.
  • Collaboration with Engineering Teams - Work closely with Engineering and QA teams to identify and resolve complex technical issues, ensuring seamless delivery of solutions.
  • Customer Service Excellence - Provide exceptional customer service by effectively communicating with customers throughout the support process, ensuring high customer satisfaction.
  • Documentation and Knowledge Sharing - Create and maintain documentation of issues, resolutions, and processes to support knowledge sharing and continuous improvement.
  • Technical Knowledge and Skills - Stay up-to-date on industry trends, product updates, and technical knowledge to ensure expertise in cloud solutions and related technologies.
Requirements
  • Education - Bachelor's degree in Computer Science or equivalent.
  • Technical Support Experience - At least 1+ years of technical support experience in an enterprise environment (Medium to Large Businesses).
  • Technical Skills - Good level of technical understanding of one or more of the tools and technologies: SQL, PowerShell, Visual Studio, .NET, Azure DevOps.
  • Soft Skills - Ability to handle and own escalated customer situations with empathy, strong written and verbal communication skills, and a passion for resolving customer issues.
About Reply

Reply specializes in designing and implementing solutions based on new communication channels and digital media. Our global network supports industrial groups in the telecom and media, industry and services, banking, insurance, and public administration sectors in defining and developing business models enabled for new paradigms of AI, cloud computing, digital media, and the Internet of Things.



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