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AI Support Specialist

2 weeks ago


Pune, Maharashtra, India beBeeTroubleshooting Full time ₹ 10,00,000 - ₹ 14,19,330

At the forefront of innovation, we're seeking a skilled Technical Associate to join our support team.

Job Overview

This role involves providing top-notch technical assistance and troubleshooting services to users. As the primary point of contact for resolving hardware, software, and network-related issues, you'll be responsible for performing initial diagnosis, documenting user interactions, and escalating complex problems to higher-level support teams when necessary.

  • Troubleshooting: Identify and resolve common technical difficulties, such as password resets, software installations, and connectivity issues.
  • Documentation: Accurately log all user interactions and resolutions in the ticketing system to maintain detailed records.
  • Escalation: Recognize complex issues requiring advanced support and escalate them to the appropriate team or Level 1.5 support.
Key Responsibilities:
  • Customer Service: Deliver exceptional customer service by communicating clearly and empathetically with users.
  • Helpdesk L1.5 Duties:
    • Advanced Troubleshooting: Handle escalated issues from L1 support, demanding more in-depth analysis and problem-solving skills.
    • Technical Expertise: Utilize specialized knowledge to resolve complex technical problems related to systems, applications, and networks.
    • Collaboration: Work closely with other IT teams to ensure timely resolution of issues and share insights for continuous improvement.
Required Skills and Qualifications:

A degree in information technology or a related field is highly valued. Previous experience in a helpdesk or technical support role is advantageous. Strong communication, problem-solving, and organizational skills are essential. Familiarity with ticketing systems and remote support tools is beneficial.