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QA - Tech Support

QA - Tech Support

NdimensionZ

2 - 4 years

3 Lacs

Cochin

Posted:3 weeks ago| Platform: GlassDoor logo

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Skills Required

support monitoring audits training compliance coordination server communication audit documentation linux cpanel metrics

Work Mode

On-site

Job Type

Part Time

Job Description

2-4 years

Full Time

kochi

No of vacancies: 1

Job description

Job Summary:

We are looking for a detail-oriented and proactive Quality Analyst to join our Tech Support team. You will be responsible for monitoring and reviewing technical support ticket responses, conducting quality audits, managing training initiatives, assisting in compliance activities, and supporting technical coordination across teams.

The ideal candidate should have a basic understanding of server administration or web hosting environments, along with strong analytical and communication skills.

Key Responsibilities:

Monitor and review support ticket responses to ensure accuracy, clarity, and alignment with internal quality standards.
Perform regular quality audits on support interactions and document findings.
Prepare and maintain quality reports, dashboards, and feedback summaries for team performance reviews.
Coordinate training programs and refreshers for technical support staff based on audit outcomes and new requirements.
Work with Team Lead to identify improvement areas and implement corrective actions.
Collaborate with the technical team on process improvement and customer experience initiatives.
Ensure that knowledge base articles and documentation are up-to-date and in line with best practices.

Required Skills and Qualifications:

Basic understanding of server administration, Linux/Windows environments, and/or web hosting platforms (e.g., cPanel, WHM).
Familiarity with ticketing systems (e.g., WHMCS) is a plus.
Excellent written and verbal communication skills.
Strong attention to detail and ability to provide constructive feedback.
Basic understanding of KPIs and SLA metrics in a support environment.

Key Skills

quality analysis

Linux Administration

Web Hosting

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