Technical Support Specialist

6 days ago

Hyderabad, India Thinkhat Full time

About Thinkhat



Thinkhat is a pioneering venture studio that revolutionizes the healthcare and life sciences ecosystem through innovative applications of machine learning and artificial intelligence.



About the Role



We are seeking a skilled and customer-oriented Technical Support Specialist with hands-on experience in international voice, chat, and email support.



As a Technical Support Specialist, you will play a key role in assisting customers by providing technical solutions, troubleshooting issues, and ensuring an excellent customer experience through multiple communication channels.



Key Responsibilities




  • Provide technical support to customers via phone, chat, and email in a professional and timely manner.
  • Diagnose and resolve technical issues related to our products or services, including software, hardware, or network-related problems.
  • Assist customers in troubleshooting problems, answering product-related queries, and escalating issues when required.
  • Maintain a high level of customer satisfaction through effective communication, problem-solving, and proactive follow-up.
  • Collaborate with internal teams (engineering, sales, etc.) to provide quick resolutions and ensure customers' technical needs are met.
  • Document customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
  • Handle multiple customer inquiries simultaneously while maintaining service level agreements (SLAs) and providing quality support.
  • Participate in continuous training and development to stay updated with the latest product releases and technologies.
  • Provide feedback on recurring issues to help improve the overall product and support experience.


Requirements




  • 2-4 years of experience in Technical Support, preferably in an international voice process.
  • Proficiency in handling chat support and email support for international clients.
  • Strong knowledge of troubleshooting technical issues related to software, hardware, networks, and other relevant technologies.
  • Excellent verbal and written communication skills with a clear, professional, and courteous tone.
  • Ability to work in a fast-paced environment and handle multiple queries simultaneously.
  • Proven experience in customer service with a focus on maintaining high customer satisfaction levels.
  • Familiarity with CRM systems, ticketing tools, or any technical support software.
  • Ability to work rotational shifts and adapt to different time zones.


Why Work with Us



At Thinkhat, we offer a dynamic and inclusive work environment that fosters growth and innovation. If you are a motivated and customer-focused individual who is passionate about delivering exceptional technical support, we encourage you to apply for this exciting opportunity.

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