Technical Support Specialist

7 hours ago

Pune, Maharashtra, India Orcapod Consulting Services Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Title: Technical Support Specialist L2

Location: Pune

Department: AMS

Job Summary: We are seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be responsible for providing exceptional technical support to our clients and internal teams. You will troubleshoot and resolve Web app, mobile app, and server issues, ensuring high levels of customer satisfaction and efficient problem resolution.

Key Responsibilities:

  • Technical Assistance: Provide timely and effective technical support to customers using Service Now tools. Address and resolve issues related to Web app, mobile app and server issues using technologies like Golang, React-native, MySQL, microservices, GCP etc.
  • Issue Resolution: Investigate technical problems, identify root causes, related data patches and offer appropriate solutions. Escalate complex issues to senior technical staff or relevant departments when necessary.
  • Documentation: Maintain accurate records of customer interactions, technical issues, and resolutions in our support ticketing system. Create and update knowledge base articles and documentation to help users resolve common issues independently.
  • Customer Interaction: Communicate effectively with customers to understand their technical problems and provide clear, step-by-step instructions to resolve issues. Ensure a high level of customer satisfaction through professional and courteous service.
  • Collaboration: Work closely with other technical support staff and squads to address and resolve issues. Participate in team meetings and contribute to the continuous improvement of support processes and procedures.
  • Training: Provide guidance and training to end-users and junior support staff as needed. Share knowledge and best practices to enhance team performance and user experience.

Qualifications:

  • Education: Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Experience: Minimum 3 years of experience in a technical support role or similar position. Experience with Golang, React-native, MySQL, microservices, GCP is preferred.
  • Technical Skills: Strong understanding of operating systems (Windows, macOS, Linux) and common software applications. Experience with remote support tools and ticketing systems.
  • Problem-Solving: Excellent analytical and problem-solving skills with the ability to investigate complex technical issues effectively.
  • Communication: Strong verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.
  • Customer Service: Proven ability to deliver exceptional customer service and maintain a positive attitude under pressure.

Additional Skills:

  • Time Management: Ability to manage multiple tasks and prioritize workload efficiently.
  • Team Player: Collaborative mindset with a willingness to assist colleagues and contribute to team goals.
  • Adaptability: Flexibility to adapt to new technologies and changing business needs.

Working Conditions:

  • Need to work in Singapore work time [6:30AM to 3:30PM IST].

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