Job
Description
As a Technical Care Specialist, you will provide advanced technical and product support within Care service delivery in a in a 24x7 support environment. You will work on complex troubleshooting cases, especially at solution level Also acts as a primary interface to R&D for escalation of customer problems and their follow up till resolution. You have: B.E / B.Tech / M.E / M.Tech with 9+ years of experience in problem-solving to lead and resolve complex technical situations, including software upgrades, audits, and network expansions. Experience in interacting with customers for complex cases, providing workarounds, and ensuring SLAs are met. Experience in RCA analysis and report creation. Experience in complying with emergency process requirements and ensuring quick recovery for critical outages. It would be nice if you also had: Support technical activities in early product phases, pilots, trials, and projects. Creates and approves knowledge articles, acting as author, reviewer, approver, and coach. Knowledge of common operating systems (e.g., Windows, Linux, macOS) and networking concepts (TCP/IP, DNS, HTTP, VPN). You will diagnose and resolve complex technical issues by analyzing logs, system behavior, and customer environments. Troubleshoot both hardware and software-related problems. You will act as the primary point of contact for customers experiencing technical difficulties. Maintain a high level of customer satisfaction by communicating clearly and professionally while managing expectations. Log, categorize, and prioritize customer issues in the ticketing system, ensuring that all incidents are tracked, escalated as needed, and resolved promptly. You will be using advanced analytical skills to solve complex problems and takes a new perspective. You will provides working leadership and training to less experienced personnel and may lead technical projects with manageable risks. Works effectively in a mixed environment and collaborates with R&D teams for defect fixes. You will provides expertise and delivers advanced system troubleshooting methods. Use best practices and knowledge of internal or external business issues to improve products or services.
