Technical Support Specialist - Ticketing System

JOB OVERVIEW : We are looking for a motivated and customer-focused Technical Support Specialist(L1)to join our support team. As a Technical Support Specialist, you will be the first point of contact for our customers, providing essential assistance for technical issues related to our software product. You will troubleshoot basic issues, offer solutions, and escalate complex problems to higher support levels when necessary. This is an excellent opportunity for someone passionate about customer service and eager to grow in a technical environment. RESPONSIBILITIES : - Provide technical assistance to customers via phone, email, or chat, delivering prompt and effective solutions. - Diagnose, troubleshoot, and resolve customer issues related to the software's performance, functionality, and configuration. - Log, update, and manage support tickets in the helpdesk system, ensuring accurate and detailed documentation of each issue. - Escalate complex issues to L2 or higher technical teams when necessary and ensure proper follow-up until resolution. - Develop in-depth knowledge of the company's software products to assist in effective issue resolution. - Keep customers informed on the status of their tickets and provide timely updates until the issue is resolved. - Work closely with other teams (L2 / L3 support, Implementation, and Product teams) to ensure efficient issue resolution. - Document and update troubleshooting procedures for recurring issues to contribute to the knowledge base. - Proven experience in a Customer Success role or similar customer-facing role. - Strong communication and interpersonal skills. - Excellent problem-solving and analytical abilities. - Understanding of the industry and market trends. - Ability to work collaboratively with cross-functional teams, including sales, support, and product development. - Experience within US or UK market. - IT product experience (SAAS based). KEY PERFORMANCE INDICATORS (KPIs) : - Customer Satisfaction (CSAT) Score - Resolution Rate (RR) - First Contact Resolution (FCR) - Ticket Escalation Rate - SLA Adherence - Productivity - Shrinkage REQUIREMENTS : - Experience : 1 years of experience in a technical support role, preferably supporting software products. - Technical Skills : Familiarity with operating systems (Windows, Mac), troubleshooting basic software issues, and general understanding of networking principles. - Communication : Excellent verbal and written communication skills & ability to explain technical issues to non-technical customers. - Problem-Solving : Strong troubleshooting and analytical skills with a customer-first attitude. - Flexibility : Willingness to learn and adapt quickly in a fast-paced technical environment. EDUCATION : - Any Graduate (ref:hirist.tech)

Location: noida, IN

Posted Date: 10/19/2024