Sr. Technical Support Specialist /Sr. IT Customer Support Technical Specialist

Company Description

Omnitrix Business Services Pvt. Ltd. offers comprehensive IT infrastructure services and solutions tailored to meet business needs. We focus on improving service quality, productivity, and end-user satisfaction through managed IT services, security solutions, and flexible delivery options. Utilizing automation and analytics, we deliver innovative IT operations to enhance operational efficiency and problem-solving capabilities. With a wide office network in India and strong partnerships with leading technology providers like Cisco and Fortinet, we provide both onsite and offsite support for critical IT projects, ensuring cost-effective and powerful infrastructure solutions.

Role Description

We are seeking a highly skilled and experienced User Experience Customer Support Specialist to join IT team. In this role, you will be responsible for ensuring exceptional user experiences by providing top-notch customer support for our IT services. You will work closely with cross- functional teams to resolve technical issues, enhance user satisfaction, and contribute to the continuous improvement of our support processes.

Must-have Experience/Skills/Key Responsibilities:

up to 4 years’ experience in customer or technical support (ideally in IT or SaaS environment)

Expertise in troubleshooting and problem solving of technical products and communication skills.

Respond promptly and effectively to user technical issues and inquiries.

Work with the UX/UI team to gather feedback, ensuring customer support aligns with user experience.

Troubleshoot and resolve complex problems, collaborating closely with Service Desk and Product Engineering.

Maintain and continually update documentation—FAQs, user guides, and support articles.

Deliver user and internal training on IT products and services.

Identify and improve support processes and best practices.

Monitor & analyze support metrics to drive high customer satisfaction.

Collaborate with product managers, developers, and stakeholders to ensure user feedback informs product enhancements.

Language Skill:

English and Marathi