Technical Support Representative

Position Summary

We areseekinga motivated and customer-focusedTechnical Customer Support Specialistto join our team.The ideal candidate willbe responsible forproviding technicalassistanceand support to our clients, ensuringa high levelof customer satisfaction and swift resolution of technical issues. This role requires excellent communication skills, problem-solving abilities, and a solid understanding of our product offerings.The position is based out of our Pune officewith remote work flexibility.

A Day in the Life

• Providetechnical solutions in real time to external customers that are received via web portal,e-mail,and phone

• Independently resolvesnearly alllow complexity and most basic baseline functionality support cases.

• Documents client interactions, including details of inquiries, complaints, comments, and actions taken

• Research case resolutions when needed to ensure thorough andaccurateresponses are provided

• Provide customers with application best-practice and software set up advice

• Track reported cases in internal database, following company procedures and ensure quality targets are achieved

• Proactively follow up with open cases on a regular basis, updating customers as needed

We would love to chat if you have...

• Graduate in any stream orB. Tech./BE in Computer Science or Software Engineering from a reputed University.

• 3+years of experience in the software industry, preferably with product companiesin a customer service setting

• Experience in a customer-facing or knowledge delivery role

• Experience inIT department preferred

• Technical support background preferred

• Computer/Technical:

• Proficient inOffice 365 - Microsoft Word, Excel, PowerPoint, Outlook

• Abilityto learn and understand basic office software applications

• Basicunderstanding/abilityto learn programs such as SQL, OS set-up

• IT background

• SQLrequired: SSMS experience, Knowledge of database architecture,Tsql(Update, Insert,Delete), Functions, Error Logs, Parameters, Views, Stored Procedures

• SQL preferred: Activity Monitor, SQL Profiler

• Working knowledge of.net/ C# preferred, but notrequired

• Software experience preferred: SOAPUI, Visual Studio, VPN (Cisco, Microsoft, etc.)

• Other Skills:

• Strong organizational skills

• Excellent verbal and written communication skills

• Telephone skills/etiquette; call screening

• Ability to prioritize work and handle multiple tasks

• Excellent time management skills

• Attention to detail

• Research/TroubleshootingSkills

• Basic T-Accounting preferred

• Knowledge of CMD network commands (Ping,Nslookup,Tracert, etc.)

• SMTP Configuration knowledge preferred

• Understanding/troubleshootingskills for webserver file structures/layout preferred

• Willingness to work inUStime Shift.