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Dear Candidate,

Greetings for the day…

Congratulations! We are pleased to inform you that you have been shortlisted with us at Teleperformance India .

I hope this message finds you well. I am delighted to inform you about an exciting opportunity with Teleperformance, a prestigious French-based multinational corporation. Please let me know if you are interested in pursuing this opportunity or if you would like more information

Job Title: Technical Support Specialist

Job Location: Gurgaon/Jaipur/Hyderabad

Department: IT Support

Reports To: Department Head or Senior Leadership Position

Job Overview:

We are seeking a skilled and customer-focused Technical Support Specialist to join our team. This role will provide technical assistance and support to end-users, helping them resolve hardware and software issues, ensuring smooth operations, and maintaining high levels of customer satisfaction. The ideal candidate should be adept at troubleshooting and diagnosing technical problems, offering prompt solutions, and delivering exceptional service in a fast-paced environment.

Key Responsibilities:

• Troubleshooting: Diagnose and resolve hardware, software, and network-related issues for internal and external users via phone, email, or in person.
• Customer Support: Provide timely and accurate technical support to customers, ensuring effective communication and a high level of customer satisfaction.
• Technical Guidance: Assist users with software and hardware installation, configuration, and upgrades. Guide them through the process to ensure optimal system performance.
• Issue Tracking: Record, track, and escalate issues using the internal ticketing system. Ensure all issues are followed up on and resolved within specified service level agreements (SLAs).
• System Maintenance: Perform routine maintenance, software updates, and ensure systems are secure and up to date.
• Training: Provide training and support for end-users, teaching them how to effectively use various software, tools, and technologies.
• Documentation: Maintain and update technical documentation, including user manuals, FAQs, and troubleshooting guides.
• Collaboration: Work closely with other departments, such as IT, product, and operations, to ensure the smooth running of systems and the timely resolution of issues.
• Escalation Management: Escalate complex or unresolved issues to higher-level technical teams or management and provide assistance in their resolution.
• Remote Support: Provide remote troubleshooting and support to end-users, ensuring quick resolution of problems without on-site intervention when necessary.

Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience: 1+year of experience in a technical support or helpdesk role, providing assistance with software, hardware, and network-related issues.
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP), ITIL Foundation, or other relevant certifications preferred.
• Skills:
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, both written and verbal.
• In-depth knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Experience with networking concepts, such as IP configuration, routers, switches, and firewalls.
• Familiarity with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work independently and in a team environment.
• Strong organizational skills and attention to detail.

Preferred Experience:

• Experience working in a technical support role for a SaaS, IT services, or technology-focused company.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Exposure to troubleshooting mobile devices and applications.

Key Competencies:

• Problem Solving: Ability to quickly identify and resolve technical issues.
• Customer-Focused: Ability to prioritize customer needs and ensure satisfaction.
• Adaptability: Able to learn and adapt to new technologies quickly.
• Collaboration: Ability to work effectively with a team and communicate clearly.
• Time Management: Efficiently manage multiple support tickets and ensure timely resolution.

If you are passionate about technology and customer support, and you are looking for an exciting opportunity to make a difference in a growing company, we would love to hear from you. Apply today to join the [Company Name] team!