Technical Support Consultant

Job Summary

We are seeking a Technical Support Consultant to assist Mantra customers in upgrading and maintaining the functionality and availability of their software and services. The role involves remote troubleshooting, customer support, and escalation of unresolved issues to the appropriate support tiers. Key responsibilities include:

• Providing technical consultation to customers on enhancing system performance and availability.
• Escalating complex issues to Level 1 Technical Support when standard troubleshooting fails.
• Logging all customer interactions accurately in the call tracking system.
• Collaborating with Field Service Engineering for on-site troubleshooting when necessary.
• Coordinating the dispatch of Field Service Engineers from Mantra for field services.
• Supporting the maintenance and improvement of the local technical support lab.
• Simulating customer issues to assist in troubleshooting and resolution.
• Promoting the use of SERVICO tools and guiding customers in using the self-service knowledge base.

Job Requirements

• Solid understanding and experience with Windows OS, Microsoft Excel, Word, networking, and personal computers.
• Proven ability to comprehend and clearly explain technical concepts to non-technical users.
• Strong problem-solving skills, with the ability to resolve issues remotely via phone or online tools.
• Excellent verbal and written communication skills.
• Fluency in both English and Hindi.

Job Types: Full-time, Permanent

Pay: From ₹10,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person