L2 Technical Support

The Technical Customer Support Analyst will be responsible for providing high-quality support to our customers in USA, London and other locations globally, resolving their issues efficiently, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a customer-centric approach.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Diagnose and troubleshoot technical issues reported by customers
• Provide technical support and assistance to customers via phone, email, or chat
• Identify and diagnose technical issues reported by customers
• Resolve technical problems in a timely and efficient manner
• Escalate complex issues to the appropriate departments or teams for resolution
• Assist customers with software installations and upgrades
• Document and track customer issues in a ticketing system
• Maintain accurate records of customer interactions and issue resolutions in the CRM system
• Collaborate with other teams to ensure timely resolution of customer issues
• Stay updated on product knowledge and industry trends to effectively assist customers
• Provide feedback and suggestions to improve customer support processes and tools

Qualifications:

• Bachelor's degree or equivalent in a related field
• 2.5 - 6 Years Work Experience in similar roles
• Proven Experience in a Customer Support or Technical Support Role
• Proficiency in using CRM Software and other Service Desk Application
• Experience in Azure Active directory, Intune & Entra ID.
• Experience in User Creation/ User Access management
• Experience in Windows and Mac OS, Network Services
• Familiarity with software installation, troubleshooting and System Debugging.
• Basic understanding of network protocols, firewalls, Routers, switching and configurations
• Proficiency in using remote support tools
• Excellent Verbal and Written Communication Skills
• Excellent problem-solving and analytical abilities.
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail.
• Ability to handle stressful situations and manage multiple tasks simultaneously