Technical Support Specialist

Role & Responsibilities:

This role requires working a night shift, 5:30 PM 3:30 AM IST, Remotely with flexibility on weekly off days as per business requirements (supporting European business hours).

• Handle technical service and support tickets efficiently, acting as the first point of contact primarily via chat and email
• Empower customers to become proficient users through education and support
• Document all customer interactions accurately in the ticketing system
• Proactively follow up to ensure issues are resolved to the customer's satisfaction
• Develop comprehensive knowledge of client products, ticketing/chat systems, and other tools required for effective troubleshooting
• Conduct thorough investigations to fully understand user issues, using effective probing techniques
• Provide accurate information and solutions for client software products or services
• Offer alternative solutions when necessary, guiding users through the resolution process
• Escalate issues to senior support engineers as needed, with clear documentation of the problem and steps already taken
• Follow up post-resolution and update customer status before closing a case
• Coordinate with team leaders and managers for guidance on escalated cases
• Follow team-internal and external processes and procedures
• Record detailed events and problem resolutions in system logs
• Forward customer feedback and suggestions to the appropriate internal team
• Suggest improvements to processes and knowledge resources
• Participate actively in team meetings, up-skilling, and training sessions

Preferred Candidate Profile:

• Experience with any support ticketing system
• Tech-savvy, with working knowledge of computer operating systems, software, hardware, and networking
• Preferred: experience with any scripting language or basic understanding of API
• Excellent written and verbal communication skills in English
• Comfort using AI-driven writing/translation tools (e.g., DeepL) is a plus
• Degree in a relevant field preferred, not mandatory
• Proficient with Microsoft Office, Google Sheets, and other business software
• Demonstrated proactive, learning-oriented approach with a focus on continuous process improvement
• Must be comfortable working night shift hours (5:30 PM 3:30 AM IST) and flexible with weekly off days