Bangalore, Karnataka, India
Information Technology
Full-Time
Infinite Computer Solutions
Overview
35007BR
Bangalore - Campus
Job Description
Sr Technical Support Specialist
As a Sr Technical Customer Support Specialist/ Technical Support Specialist, you are a key point of contact for our customers and an escalation point for the rest of the customer support team, providing product and service information and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm.
Responsibilities
Qualifications
Bachelor's Degree
Range of Year Experience-Min Year
4
Range of Year Experience-Max Year
5
Bangalore - Campus
Job Description
Sr Technical Support Specialist
As a Sr Technical Customer Support Specialist/ Technical Support Specialist, you are a key point of contact for our customers and an escalation point for the rest of the customer support team, providing product and service information and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm.
Responsibilities
- Manage shift schedules for team members and assign/distribute the daily workload to specific employees based on their role, skill, and the complexity of the work.
- Expertise in Vulnerability remediation using WinForms, C#, .Net, Asp.Net.Node.JS & JavaScript.
- Manage process changes, ensuring smooth implementation within the team and maintaining continuous business continuity. Experience in handing Incident Management, Request Managements using ServiceNow.
- Provide first-level escalation support to the team in case of exception management.
- Oversee shift handover processes, including sharing and documenting any crucial updates for incoming shifts and shift leads that affect operations.
- Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, investigative work tied to software issues, and escalation to our engineering team when necessary.
- Ingest all escalations, reproduce reported bugs, identify quick fixes, and document learnings on investigating, diagnosing, troubleshooting, and triaging issues.
- Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
- Provide Product Managers with insights related to issues and trends to inform the roadmap and feature investments when requested to do so.
- Analyze and resolve tickets based on the service level, ensuring adherence to SLAs, and escalate issues as required.
- Actively engage with customers, maintaining excellent written and verbal communication skills. Answer customer concerns quickly with accurate information via email, live chat, and phone.
- Deliver accurate, complete, and valid information using our methods and tools.
- Enjoy the hunt to track down a bug or issue and be energized by fixing this for all similar users going forward.
- Prioritize work and manage time effectively; you thrive in a fast-paced, sometimes ambiguous environment.
- Handle complex situations and concepts and explain them clearly to others.
- Are experienced in troubleshooting & triaging customer issues, escalating to product & development teams any product issues or gaps, and owning through to resolution.
- Have a strong attention to detail.
- Willing to become a subject matter expert in our portfolio of products
- Have some insurance knowledge (nice to have, but not needed).
- Have experience with high-volume product support.
- Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change.
- Ability to work on a rotational schedule with flexibility for late night work schedule.
- High school diploma or equivalent required.
- For Senior Tech support role (4-5 years)/ For Tech Support role (2-4 years) experiences required on the above responsibilities.
- Ability to work independently.
- Excellent PC skills, experience using MS Office, MS Outlook, Excel and Azure Dev Ops.
- Must be able to work variable shifts required for a 24x7 operation.
- Excellent attention to detail and organizational skills.
- Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
Qualifications
Bachelor's Degree
Range of Year Experience-Min Year
4
Range of Year Experience-Max Year
5
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