Technical Support Specialist III

Job Description:

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team. The ideal candidate will provide first-level technical assistance to customers, troubleshoot issues, and ensure a high level of customer satisfaction. This role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving.

How you will do it:

• 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 the customers, backed with complete documentation
• Develop skills in analytical thinking and holistic problem solving of technical issues to troubleshoot realtime 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 specific 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 we look for:

• 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 the 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

How will you do it?

• Good interpersonal and problem-solving skills
• Ability to work independently and/or in a team environment