Technical Support Specialist III

Overview

Provide first-level technical and application support to customers by phone and email, troubleshooting issues and ensuring high customer satisfaction.

What you'll do

• Provide technical and application support via phone and email in a professional and timely manner.
• Understand the reported issue and ensure an accurate resolution is provided to customers, backed with complete documentation.
• Develop analytical thinking and holistic problem solving of technical issues to troubleshoot real-time cases, including the correct use of knowledge-based articles.
• Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary.
• Work closely with Level 2 Engineers/team to solve complex problems and provide customers with all-in-one support and solution experience.
• Contribute to SOPs, new procedures and updates as needed.
• Adhere to day-to-day work instructions: case management in Salesforce, reporting, meeting the SLAs and FCR (First Call Resolution) targets specified by the in-line Manager.

What you'll need

• A degree in engineering is a must, preferably B.E / B.Tech / M.Tech / BCA / MCA / BSc (IT/CS).
• Proven experience of 4-9 years in technical troubleshooting.
• Ability to work in shifts: all time zones in US (primarily 6:30 pm to 3:30 am IST).
• Good verbal and written communication skills.
• Basic level of proficiency in Microsoft Office Excel and Outlook.
• Good interpersonal and problem-solving skills.
• Ability to work independently and/or in a team environment.

Details

• Location: Pune, Maharashtra, India.
• Shift work: primarily 6:30 pm to 3:30 am IST, covering US time zones.