IT Support Specialist

24 hours ago


Surat, Gujarat, India SuperOps Full time
About SuperOps

SuperOps is a growth-stage tech startup building innovative software for the IT and MSP industry. Backed by leading venture capital firms, we are seeking a skilled Inside Sales Executive to join our team in the United States.

The ideal candidate will focus on managing sales activities within the US region, leveraging previous experience in the Managed Service Provider (MSP) industry as a strong advantage.

Job Description

We are looking for an experienced Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for:

  • Maintaining a knowledge base: Continuously update and maintain a comprehensive knowledge base of L1 support tickets to improve issue resolution efficiency and provide valuable resources for the support team.
  • Troubleshooting IT infrastructure issues: Diagnose and resolve technical issues related to our products or services, ensuring minimal downtime and optimal functionality for our customers.
  • Providing product insights: Collaborate with the product team to provide valuable insights based on customer feedback and support interactions, helping to drive product improvements and enhancements.
Typical Support Responsibilities

As a Customer Support Specialist, your typical responsibilities will include:

  • Responding to customer inquiries and providing prompt, courteous, and effective technical support.
  • Documenting support interactions and solutions for future reference.
  • Escalating complex issues to higher-level support or development teams when necessary.
  • Ensuring customer satisfaction by actively addressing and resolving their concerns.
  • Working with IT infrastructure monitoring tools to proactively identify and address potential issues before they impact customers.
  • Troubleshooting Windows and Mac OS systems, resolving hardware and software issues effectively.
  • Utilizing scripting knowledge to automate routine tasks and streamline support processes.
Requirements

To excel in this role, you should have the following qualifications:

  • 4-7 years of proven experience in providing technical support and customer service.
  • Strong technical acumen and a passion for problem-solving.
  • Excellent communication skills, both written and verbal.
  • Familiarity with IT infrastructure monitoring tools.
  • Proficiency in troubleshooting Windows and Mac OS systems.
  • Knowledge of shell, batch, or PowerShell scripting is advantageous.
  • Experience in troubleshooting IT network issues is advantageous.
Estimated Salary

$80,000 - $120,000 per year, depending on experience.



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