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 explicit 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 current 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: Solid understanding of the company's products and services, with

📌 Technical Support Pune
🏢 Ignites Human Capital
📍 Pune