Role & Responsibilities:

Handle technical service and support tickets efficiently, acting as the first point of contact primarily via email

- Empower customers to become proficient users through education and support
- Document all customer interactions accurately in the ticketing system
- Proactively follow up to ensure issues are resolved to the customer's satisfaction
- Develop comprehensive knowledge of client products, ticketing/chat systems, and other tools required for effective troubleshooting
- Conduct thorough investigations to fully understand user issues, using effective probing techniques
- Provide accurate information and solutions for client software Winzip and windows troubleshooting.
- Offer alternative solutions when necessary, guiding users through the resolution process
- Escalate issues to senior support engineers as needed, with explicit documentation of the problem and steps already taken




- Follow up post-resolution and update customer status before closing a case
- Coordinate with team leaders and managers for guidance on escalated cases
- Follow team-internal and external processes and procedures
- Record detailed events and problem resolutions in system logs
- Forward customer feedback and suggestions to the appropriate internal team
- Suggest improvements to processes and knowledge resources
- Participate actively in team meetings, up-skilling, and training sessions

Preferred Candidate Profile:

- Experience with any support ticketing system
- Tech-savvy, with working knowledge of computer operating systems, software, hardware, and networking
- Preferred: experience with Winzip
- Excellent written and verbal communication skills in English

📌 Technical Support Specialist (Bengaluru)
🏢 Bhavnaditya Accounting and Order Services
📍 Bengaluru