Technical Support Specialist

9 hours ago

Hyderabad, Telangana, India Forsys Inc Full time
About Forsys

Forsys Inc is a global technology firm providing a wide range of enterprise, cloud, and analytics services. Established in 2010, our mission is to deliver top-notch software solutions, including front, middle, and back-office systems.

Our core offerings lie in the areas of Cloud and Analytics, Supply Chain Management, ERP Financials, Customer Experience, Relationship Management, Quote-to-cash, and Data Migration.

Customer Support Role Overview

The Technical Support Specialist will be responsible for providing timely and effective technical assistance to customers or clients experiencing issues with our products or services. This role requires strong communication skills, product knowledge, and problem-solving abilities.

Responsibilities:
  • Customer Interaction: Engage with customers through various channels such as phone, email, chat, or in-person to understand and resolve their technical issues.
  • Issue Identification and Resolution: Identify technical problems reported by customers, diagnose the root cause, and provide effective solutions or workarounds to resolve them.
  • Product Knowledge: Possess a deep understanding of our products or services, including features, functionalities, and technical specifications, to assist customers effectively.
  • Documentation and Reporting: Document customer interactions, issues reported, and solutions provided for future reference. Report recurring technical issues to higher authorities for further investigation and resolution.
  • Technical Expertise: Possess technical expertise in relevant technologies, systems, and tools to troubleshoot and resolve customer issues efficiently.
  • Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and effective technical support, addressing customer concerns professionally, and following up to ensure that issues are resolved satisfactorily.
  • Escalation Management: Escalate complex technical issues to higher-level support teams or developers when necessary, and follow up on escalated cases to ensure timely resolution.
  • Continuous Learning: Stay updated with the latest technological developments, product updates, and troubleshooting techniques through training sessions, self-study, and participation in forums or communities.
  • Team Collaboration: Collaborate with other members of the technical support team, as well as with other departments such as engineering, product management, and quality assurance, to resolve customer issues and improve overall product quality and customer experience.
  • Quality Assurance: Ensure the quality of technical support provided by adhering to company standards, processes, and service level agreements (SLAs).

Estimated Salary: $60,000 - $80,000 per year, depending on location and experience.

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