Technical Support Specialist
1 month ago
Job Summary:
We are seeking an experienced Support Engineering Analyst to provide technical support and troubleshooting services for our clients. The ideal candidate will have 3-5 years of experience in providing technical support, with a strong understanding of SQL, client communication, and ticketing systems.
Key Responsibilities:
- Technical Support: Provide technical support for clients via email, phone, and ticketing systems, ensuring timely and efficient issue resolution.
- Troubleshooting: Troubleshoot and resolve issues related to applications, systems, and configurations.
- Support Ticket Management: Monitor and manage incoming support tickets, ensuring adherence to SLA (Service Level Agreement).
- Client Communication: Communicate effectively with clients to understand their issues and provide clear updates.
- Cross-Functional Collaboration: Collaborate with cross-functional teams, including development and infrastructure teams, to resolve complex technical issues.
- System Configuration: Perform system configurations and adjustments based on client requirements.
- Documentation: Maintain accurate documentation of issues, resolutions, and processes.
- Process Improvement: Proactively identify recurring issues and suggest solutions to minimize future incidents.
Requirements:
- 3-5 years of experience as a Support Engineer or in a similar technical support role.
- Strong proficiency in SQL and ability to troubleshoot database-related issues.
- Hands-on experience with ticketing systems (e.g., JIRA, ServiceNow) for tracking and resolving incidents.
- Excellent client communication skills, both written and verbal.
- Experience in system configuration and support, including setting up applications and troubleshooting configuration-related issues.
Additional Skills:
- Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
- Strong problem-solving skills with a customer-focused approach.
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