Technical Help Desk Specialist

Job Description

Position: Technical Help Desk Specialist
Location: Bhubaneswar / Hybrid

About the Role

We are seeking experienced Technical Help Desk Specialists to deliver exceptional customer support, troubleshoot technical issues efficiently, and ensure seamless system operations. This is a customer-first role, where strong communication skills, ownership, and professionalism are valued as highly as technical expertise.

Important:

• Candidates must have a minimum of 3 years of hands-on SQL experience. Applications with less than 3 years of SQL experience will not be considered.
• This is not a BPO/call-center role. Applicants with primarily BPO backgrounds are not eligible.
• We require very high proficiency in English (both written and spoken) and prior experience in direct customer interaction.

Key Responsibilities

• Serve as the first point of contact for customers experiencing technical issues, providing patient and empathetic support.
• Communicate effectively and professionally with customers, ensuring complex technical concepts are explained in clear, simple English.
• Apply SQL skills to research data, run queries, and investigate root causes of issues.
• Diagnose and troubleshoot technical problems across software and systems, striving for first-contact resolution whenever possible.
• Accurately log, track, and update customer issues, ensuring timely follow-ups and complete resolution of every ticket.
• Manage multiple open tickets effectively, prioritizing based on urgency and business impact.
• Work independently with minimal supervision while also contributing as a strong, collaborative team member.

What We Are Looking For (Must-Haves)

• 3–5 years of proven experience in a technical support/helpdesk role with direct customer-facing responsibilities.
• Minimum 3 years of solid SQL experience (must be able to write and execute queries confidently).
• Excellent English proficiency (both written and spoken) — able to communicate with clarity, empathy, and professionalism.
• Strong problem-solving skills with a logical, analytical approach to issue resolution.
• Highly organized, detail-oriented, and committed to owning tasks through to completion.
• Self-motivated, adaptable to fast-paced environments, and able to remain calm under pressure.
• This is not a BPO role – the role demands technical troubleshooting and SQL proficiency, not call handling.

Why Join Us?

This role offers the opportunity to be part of a critical and growing team where your contributions will have a direct impact. You will:

• Work directly with customers and make a tangible difference in their experience.
• Sharpen both your technical expertise and professional communication skills.
• Thrive in a supportive, collaborative environment that values growth, ownership, and excellence.

Job Type: Full-time

Pay: ₹40,000.00 - ₹80,000.00 per month

Work Location: In person