Job
Description
You are a detail-oriented and customer-focused Technical Support Specialist responsible for providing first-level technical assistance to customers, troubleshooting issues, and ensuring high customer satisfaction. Your role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving. **Key Responsibilities:** - Provide technical and application support via phone and email in a professional and timely manner. - Understand reported issues and provide accurate resolutions to customers, backed with complete documentation. - Develop skills in analytical thinking and holistic problem-solving to troubleshoot technical issues. - Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support when necessary. - Collaborate with Level 2 Engineers to solve complex problems and provide comprehensive support to customers. - Contribute to SOPs, new procedures, and updates as required. - Adhere to specific day-to-day work instructions including case management in Salesforce, reporting, and meeting SLAs and FCR targets specified by the in-line Manager. **Qualifications:** - A degree in engineering, preferably B.E / B.Tech / M.Tech Mechanical Engineering. **Experience Required:** - 6-7 years of proven experience in technical troubleshooting. **Knowledge, Skills, and Abilities Required:** - Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU, etc., is preferred. - Good understanding of electrical systems and ability to read and interpret wiring diagrams. - Strong verbal and written communication skills. - Basic proficiency in Microsoft Office Excel and Outlook. - Strong customer service skills. - Good interpersonal and problem-solving abilities. - Ability to work independently or in a team environment. - Willingness to work in shifts covering all time zones in the US, primarily 6.30 pm to 3.30 am IST. - Experience with Salesforce CRM is an added advantage. You will also be responsible for adhering to information security responsibilities as outlined by the company, ensuring compliance with policies, guidelines, and procedures related to the protection of information assets, product security standards, and software licensing agreements. It is essential to implement appropriate safeguards to protect the confidentiality, integrity, and availability of information assets and report any information security incidents or vulnerabilities promptly and only to authorized personnel. You are a detail-oriented and customer-focused Technical Support Specialist responsible for providing first-level technical assistance to customers, troubleshooting issues, and ensuring high customer satisfaction. Your role requires excellent communication skills, a good understanding of technical systems, and a passion for problem-solving. **Key Responsibilities:** - Provide technical and application support via phone and email in a professional and timely manner. - Understand reported issues and provide accurate resolutions to customers, backed with complete documentation. - Develop skills in analytical thinking and holistic problem-solving to troubleshoot technical issues. - Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support when necessary. - Collaborate with Level 2 Engineers to solve complex problems and provide comprehensive support to customers. - Contribute to SOPs, new procedures, and updates as required. - Adhere to specific day-to-day work instructions including case management in Salesforce, reporting, and meeting SLAs and FCR targets specified by the in-line Manager. **Qualifications:** - A degree in engineering, preferably B.E / B.Tech / M.Tech Mechanical Engineering. **Experience Required:** - 6-7 years of proven experience in technical troubleshooting. **Knowledge, Skills, and Abilities Required:** - Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU, etc., is preferred. - Good understanding of electrical systems and ability to read and interpret wiring diagrams. - Strong verbal and written communication skills. - Basic proficiency in Microsoft Office Excel and Outlook. - Strong customer service skills. - Good interpersonal and problem-solving abilities. - Ability to work independently or in a team environment. - Willingness to work in shifts covering all time zones in the US, primarily 6.30 pm to 3.30 am IST. - Experience with Salesforce CRM is an added advantage. You will also be responsible for adhering to information security responsibilities as outlined by the company, ensuring compliance with policies, guidelines, and procedures related to the protection of information assets, product security standards, and software licensing agreements. It is essential to implement appropriate safeguards to protect the confidentiality, integrity, and availability of information assets and report any information security incidents or vulnerabilities promptly and only to authorized personnel.
