Technical support specialist

2 weeks ago


Pune Ho, India Intangles Full time

We are looking for Executive- L2 Support (US Process) who will provide technical product support to our US clients and coordination between internal tech team. Experience: 1 to 2 years Qualification: BE (Computers/ Information Technology)/ MCAJob Description: Technical Skills: Global Tech Support: Experience with remote support and handling a global user base Ability to work across different time zones and cultures. Application Support: Proficiency in application maintenance and performance monitoring. Skills in troubleshooting software issues and managing patches. Support Engineer: Expertise in resolving technical issues and performing root cause analysis. Familiarity with service desk operations and ticketing systems like Freshdesk and JIRATroubleshooting: Competence in using diagnostic tools and analyzing logs. Ability to resolve errors and optimize performance. Incident Management: Knowledge of incident response and reporting. Skills in managing escalations and adhering to SLAs. Soft Skills: Communication Skills: Excellent written and spoken English. Ability to communicate effectively with US clients and internal teams. Problem-Solving: Strong analytical skills to identify and resolve issues. Creative thinking to find innovative solutions. Customer Service: Ability to provide high-quality support and maintain customer satisfaction. Skills in managing customer expectations and handling difficult situations. Skills in prioritizing tasks and meeting deadlines. Team Collaboration: Ability to work effectively with cross-functional teams. Skills in coordinating with sales, account management, and backend teams. Adaptability: Flexibility to adapt to changing requirements and environments. Ability to learn new technologies and processes quickly. Ability to identify and correct errors. Key Responsibilities: Provide real-time remote technical support to clients based in US and Canada Troubleshoot and resolve application-related issues, ensuring minimal downtime. Escalate bugs/issues in a timely manner to backend teams and follow up until resolved Monitor system performance and manage incidents Perform root cause analysis and implement solutions to prevent recurrence. Manage and resolve tickets using systems like Fresh Desk and JIRACollaborate with cross-functional teams to ensure timely resolution of issues. Maintain and update the knowledge base with solutions and best practices. Provide excellent customer service and maintain high levels of customer satisfaction.



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