Technical Support Specialist

1 month ago


Noida, India Wings Inc Full time
Job Overview

We are seeking a highly motivated and customer-focused Technical Support Specialist to join our support team at Wings Inc. As a Technical Support Specialist, you will be the first point of contact for our customers, providing essential assistance for technical issues related to our software product.

Key Responsibilities
  • Provide technical assistance to customers via phone, email, or chat, delivering prompt and effective solutions.
  • Diagnose, troubleshoot, and resolve customer issues related to the software's performance, functionality, and configuration.
  • Log, update, and manage support tickets in the helpdesk system, ensuring accurate and detailed documentation of each issue.
  • Escalate complex issues to L2 or higher technical teams when necessary and ensure proper follow-up until resolution.
  • Develop in-depth knowledge of the company's software products to assist in effective issue resolution.
  • Keep customers informed on the status of their tickets and provide timely updates until the issue is resolved.
  • Work closely with other teams (L2 / L3 support, Implementation, and Product teams) to ensure efficient issue resolution.
  • Document and update troubleshooting procedures for recurring issues to contribute to the knowledge base.
Requirements
  • Experience: 1+ years of experience in a technical support role, preferably supporting software products.
  • Technical Skills: Familiarity with operating systems (Windows, Mac), troubleshooting basic software issues, and general understanding of networking principles.
  • Communication: Excellent verbal and written communication skills & ability to explain technical issues to non-technical customers.
  • Problem-Solving: Strong troubleshooting and analytical skills with a customer-first attitude.
  • Flexibility: Willingness to learn and adapt quickly in a fast-paced technical environment.
Education

Any Graduate



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