Technical Support

7 hours ago

India Hunarstreet Technologies Full time ₹ 5,00,000 - ₹ 15,00,000 per year
We are hiring for a Technical Support - Tier 2 position for one of our clients, a leading software development company. The client is seeking a dynamic and energetic individual with extensive experience in troubleshooting, configuration, and break/fix, especially in handling integration issues.
Job Title: Technical Support - Tier 2 Location: Remote Experience: 5+ years Shift Timings: 5 PM to 2 AM IST
Role Overview: As a Technical Support - Tier 2, you will play a key role in providing exceptional support to both new and existing customers. You will work on complex customer issues that cannot be resolved at the Tier 1 level, focusing on installation, configuration, and troubleshooting of integrations.What You Will Do:
  • Provide support to meet the specific needs of customers.
  • Install and configure integrations.
  • Record, track, and document the help desk problem-solving process through to final resolution.
  • Respond promptly to requests and issues.
  • Follow incidents through to resolution and provide regular updates to customers.
  • Test new functionality and collaborate with the product team on launches.
  • Handle customer complaints with empathy and professionalism.
  • Work with internal teams to resolve any customer issues.
  • Report to the VP of Customer Success to enhance the knowledge base and automate customer support communication.
  • Resolve Tier 1 and Tier 2 support tickets, escalating to Tier 3 when necessary.
Key Tasks & KPIs:
  • Troubleshoot and resolve technical issues.
  • Respond to tickets in alignment with SLA guidelines.
  • Understand client needs, handle support requests, and resolve product-specific questions and technical issues.
Required Skills & Qualifications:
  • Bachelor's Degree in any field from a recognized university or equivalent.
  • 5+ years of experience in a helpdesk or customer support environment.
  • 2+ years in a similar role (Tier 2 or higher).
  • Hands-on experience in technical support.
  • Excellent written and verbal communication skills.
  • Strong computer skills.
  • Experience with Zendesk is required; experience with Salesforce or HubSpot is a plus.
  • High attention to detail and data proficiency.

If you are a team player with a strong technical background and excellent communication skills, we would love to hear from you Apply today to join a collaborative and innovative support team.

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