Technical Support Specialist

2 weeks ago

Gurgaon, Haryana, India Mediajade Full time

We are seeking a skilled Technical Support Executive to provide top-notch technical assistance to clients by resolving their product-related queries, diagnosing technical issues, and ensuring customer satisfaction. As a liaison between the customer and the engineering teams, you will help to troubleshoot and resolve issues efficiently.

Key Responsibilities:
  • Provide technical support via phone, email, chat, and remote assistance tools.
  • Diagnose and resolve software and hardware issues related to our products.
  • Guide customers through product features and functionalities.
  • Document customer issues and follow up to ensure prompt resolution.
  • Work closely with engineering and development teams to address complex technical problems.
  • Assist in product updates and system configurations for customers as needed.
  • Ensure proper recording and closure of all issues and follow standard operating procedures.
  • Maintain a high level of customer satisfaction and ensure timely follow-up on escalated cases.
Preferred Qualifications:
  • Experience working in a SaaS environment.
  • Certification in ITIL, Microsoft, or Cisco technologies (e.g., CCNA, MCP).
  • Knowledge of CRM or ERP systems is a plus.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven work experience in a technical support or help desk role.
  • Excellent verbal and written communication skills.
  • Strong troubleshooting and problem-solving skills.
  • Familiarity with ticketing systems and remote desktop tools.
  • Ability to explain complex technical information to non-technical customers.
  • Basic knowledge of operating systems, databases, and networking concepts.
  • Experience with specific technologies, software, or tools relevant to the role.
What We Offer:
  • Competitive salary and performance-based incentives.
  • Opportunities for professional development and growth.
  • A collaborative and innovative work environment.
  • Comprehensive health benefits.

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