Job Description

Roles and Responsibilities:

- Troubleshooting: Provide technical assistance to customers by diagnosing, troubleshooting, and resolving technical issues related to software, hardware, or network systems.
- Issue Resolution: Address and resolve customer technical issues efficiently, escalating complex issues to higher-level support teams if necessary.
- Product Support: Assist customers with the installation, configuration, and maintenance of products or services, including setting up software and hardware.
- Documentation & Reporting: Maintain clear, accurate, and detailed records of technical issues, solutions, and customer interactions in the company's ticketing system.
- Customer Communication: Communicate effectively with customers via phone, email, or chat to gather relevant details about technical problems and provide clear instructions or solutions.
- System Testing & Diagnostics: Test and diagnose hardware and software systems to identify potential problems before they affect customers.
- Escalation Management: Escalate unresolved or complex issues to senior technical support teams, ensuring proper follow-up until resolution.
- Knowledge Base Updates: Contribute to the company's knowledge base by documenting common issues and solutions to assist future troubleshooting efforts.
- Product Updates: Keep up-to-date with new product features, system upgrades, and patches to provide accurate advice and troubleshooting steps to customers.
- Training & Education: Provide technical training to end-users on the usage, maintenance, and troubleshooting of company products and services.
- Remote Support:



Offer remote troubleshooting and support via remote access tools to resolve customer issues efficiently.
- Customer Feedback: Gather and report customer feedback to improve products, services, and the overall technical support experience.

Skills and Qualifications:

- Technical Proficiency: Robust understanding of the company's products and services, with experience in troubleshooting technical issues related to hardware, software, or network systems.
- Problem-Solving: Ability to diagnose and resolve technical issues quickly and effectively, with a focus on customer satisfaction.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a simple and clear manner.
- Attention to Detail: Ability to accurately record and document technical issues, resolutions, and customer interactions.
- Patience & Empathy: A calm and empathetic approach when dealing with frustrated or non-technical customers, ensuring positive customer experiences.
- Multitasking: Ability to manage multiple support tickets simultaneously while prioritizing based on urgency and impact.
- Technical Tools: Experience with ticketing systems (e.g., Zendesk, Freshdesk), remote desktop software, and other IT support tools.
- Time Management: Ability to manage time effectively to meet customer needs within designated timeframes or service level agreements (SLAs).
- Team Collaboration: Ability to work collaboratively with cross-functional teams, such as engineering or product management, to address recurring issues and improve product functionality.
- Adaptability: Ability to quickly learn new technologies, software, or systems, and stay updated on changes in the technical landscape.

📌 Technical Support (Pune)
🏢 Ignites Human Capital
📍 Pune