Technical Support Specialist

4 weeks ago


Hyderabad, Telangana, India Highspot Full time

Technical Support Role

At Highspot, we're seeking a skilled Technical Support Specialist to join our team. As a Help Desk Professional, you'll provide first-level technical support to end-users via phone, email, or chat, addressing hardware, software, and network-related issues. Your responsibilities will include creating, updating, and closing support tickets in our ticketing system, ensuring accurate and detailed documentation of user interactions.

Key Responsibilities

  • Provide technical support to end-users via various communication channels.
  • Create and manage support tickets in our ticketing system.
  • Escalate complex problems to higher support tiers, providing detailed information for efficient resolution.
  • Install, modify, and repair computer hardware and software.
  • Follow up with internal customers to ensure issues have been resolved.
  • Contribute to the creation and maintenance of written knowledge-based articles.
  • Manage the deployment, monitoring, maintenance, upgrade, and support of our organization's enterprise systems, hardware, and software.
  • Maintain a strong commitment to customer satisfaction by delivering high-quality, professional support.

Requirements

  • 2-5 years of Technical Help Desk experience.
  • Extensive knowledge of Okta, Jamf, and G Suite.
  • Proficiency in Mac & Windows operating systems.
  • Ability to use basic networking troubleshooting tools.
  • Strong interpersonal communication skills.
  • Exceptional proficiency in both written and verbal communication.

Working Conditions

  • Flexible working hours may be required to accommodate business needs.
  • Align with PST hours for support on various days working remotely.
  • Align with IST hours for in-office support and collaboration as needed.


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