Technical Support Associate

2 weeks ago


Noida, Uttar Pradesh, India Prospecta Software Full time

About the role:

We are seeking a highly skilled Technical Support Associate to join our team at Prospecta Software. As a key member of our support team, you will play a crucial role in ensuring customer satisfaction and smooth operations within the organization.

Your primary responsibility will be to assist customers with technical issues, product inquiries, and general support needs. You will act as a liaison between customers and internal teams, providing timely and effective solutions to problems while maintaining a positive and professional demeanor.

Key responsibilities will include:

  • Responding promptly to customer incidents via support channels
  • Providing accurate information and guidance to customers regarding product features, troubleshooting steps, and account management
  • Ensuring high levels of customer satisfaction through excellent service and problem resolution
  • Following predefined troubleshooting steps and knowledge base articles to resolve common issues
  • Identifying issues that require escalation to Level 2 or Level 3 support teams due to complexity or severity
  • Following up with customers and internal teams to ensure escalated issues are resolved in a timely manner

Requirements and Qualifications:

  • Bachelor's degree in Information Security, Computer Science, or a related field (Master's degree preferred)
  • Prior experience in a customer service or technical support role (preferably 6 months to 2 years)
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders
  • Technical aptitude with the ability to troubleshoot software, hardware, and network issues
  • Excellent problem-solving skills and attention to detail
  • Ability to work effectively in a fast-paced environment and prioritize tasks

Salary:

$60,000 - $80,000 per annum, depending on experience

Benefits:

We offer a competitive compensation package, including health insurance, retirement savings plan, and paid time off.

Others:

Please note that this is a full-time position, requiring regular working hours and availability for on-call shifts.



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