Technical Support Representative

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeSupport Full time ₹ 6,87,943 - ₹ 8,55,384

Job Title: Technical Support Representative

About the Role:

As a Technical Support Representative, you will be the primary point of contact for technical assistance, providing top-notch user support and resolving IT issues professionally. This is an excellent opportunity to leverage your communication skills, analytical abilities, and problem-solving expertise to deliver exceptional service.

Key Highlights:

  • Effective Communication Skills: Ability to interact professionally and clearly with users across all levels, ensuring seamless issue resolution and customer satisfaction.
  • Technical Support Expertise: Exposure to troubleshooting, ticketing systems, and resolving technical issues, with a focus on delivering timely and accurate solutions.

Responsibilities:

  • Provide first-line technical support to end-users in a courteous and professional manner, utilizing active listening skills and empathy to understand customer needs.
  • Log all user service tickets in ITSM systems with complete and accurate information, ensuring transparency and accountability throughout the process.
  • Troubleshoot and resolve IT-related incidents and service requests, leveraging knowledge base articles and collaboration with subject matter experts when necessary.
  • Manage customer inquiries and ensure timely resolution, maintaining a customer-centric approach and continuous improvement mindset.
  • Perform scheduled reporting (daily/weekly/monthly), analyzing metrics to inform process improvements and drive business outcomes.
  • Submit knowledge base article updates for new and existing issues, contributing to a shared repository of best practices and expert insights.
  • Own and drive user issues to resolution, fostering a culture of ownership and accountability within the team.

Requirements:

  • Excellent communication skills – both verbal and written, with a strong emphasis on clarity, concision, and empathy.
  • Strong problem-solving and analytical abilities, with a proven track record of delivering creative solutions under pressure.
  • Ability to manage multiple tasks and prioritize effectively, balancing competing demands and deadlines while maintaining a high level of quality.
  • Customer-focused mindset with a commitment to service excellence, continually seeking opportunities to improve the customer experience.
  • Familiarity with ITSM tools and ticketing systems (preferred but not mandatory), with a willingness to learn and adapt to new technologies and processes.

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