Technical Support Specialist

1 month ago


Hyderabad, India Thinkhat Full time

Job Title: Technical Support Specialist

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

Job Summary: We are seeking a skilled Technical Support Specialist to provide technical solutions, troubleshoot issues, and ensure 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 the company's 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.

Qualifications and Skills:

- 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



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