Tech Support- Voice

Role & responsibilities

• Deliver timely and effective technical support to premium clientele via multiple communication channels. Maintain high customer satisfaction ratings and comply with quality standards in the majority of cases.
• Diagnose and resolve complex technical issues encompassing web protocols, networking standards, programming languages , system administration, email routing/delivery, and email encryption
• Analyze system and trace logs and configurations to determine the root cause of incidents.
• Employ command-line interfaces (Windows, Linux) for efficient troubleshooting and system administration.
• Adhere to defined Service Level Objectives (SLOs) for response and resolution times.
• Maintain thorough and accurate documentation of support interactions, troubleshooting procedures, and resolutions. Manage and resolve escalations from customers and partners
• Collaborate effectively with cross-functional technical teams to escalate and resolve intricate issues. Participate in on-call rotation to address critical incidents as required.
• Contribute to the creation of knowledge base articles and self-service resources for end-users.
• Maintain current knowledge of emerging technologies and product updates.

Preferred candidate profile

• Working experience with

  Web Protocols

  - HTTPS, DNS, SSL/TLS, and networking standards (

  Level

  - Intermediate Skills)
• Working experience with APIs and SQL - Query Language (

  Level

  - Intermediate Skills)
• Working experience with

  System Administration

  concepts, Active Directory, and command-line interfaces in

  Windows

  and

  Linux

  environments (

  Level

  - Intermediate Skills)
• Working experience with reading and understanding

  log traces

  for troubleshooting (

  Level

  - Advanced)
• Working experience with

  email routing and delivery

  mechanisms
• Demonstrated

  problem-solving

  skills with a strong focus on issue resolution
• Excellent

  critical thinking

  and

  troubleshooting

  abilities
• Strong

  intuition

  for identifying potential problem areas

• B2 level proficiency in English

  (both written and verbal)

Call/ Whatsapp Mariyam