Technical Support Specialist II

5 days ago

Mumbai, Maharashtra, India COVENTINE DIGITAL PRIVATE LIMITED Full time ₹ 2,50,000 - ₹ 7,50,000 per year

General Summary:

  • The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partners product issues or questions.
  • This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Essential Duties & Responsibilities:

  • Provides support to cross-functional teams, with a high attention to detail
  • Researches, analyzes, and documents findings
  • May influence others within the Technical Support team through the explanation of facts, policies, and practices
  • Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
  • Monitors backup, off-site, and critical service failure events
  • Investigates and resolves reported failure incidents, escalating when necessary
  • Acts as first point of contact for escalated support cases
  • Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
  • Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
  • Identifies and escalates trending issues and potential software defects to leadership and development
  • Contributes to written articles for internal and external knowledge base
  • Identifies and escalates situations requiring urgent attention to appropriate teams
  • Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
  • Handles assigned support cases
  • Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
  • Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

  • Ability to work independently on projects and processes with general supervision
  • Practical knowledge of applicable work area
  • Ability to situationally adapt and understand new technology/processes as per business requirement
  • Strong customer service skills
  • Strong desire to help our partners and peers
  • Strong written and verbal communication skills
  • Strong sense of ownership and accountability
  • Familiarity with backup technology
  • Knowledge of virtualization and cloud technology
  • Interpersonal skills and willingness to work alongside multiple cross-functional teams
  • Organized and strong attention to detail
  • Preferred: Basic understanding of IT, professional services, CRM, and ERP markets

Educational/Vocational/Previous Experience Recommendations:

  • Bachelors degree required in a related field or equivalent business experience
  • 2+ years of related experience
  • Must have hands-on troubleshooting experience with Active Directory, DNS, DHCP & Group Policy
  • Must have hands-on troubleshooting experience with Exchange Server & Mail Flow

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